SonicJobs Logo
Login
Left arrow iconBack to search

Service Desk Manager

Opus Recruitment Solutions Ltd
Posted 14 hours ago, valid for 14 days
Location

London, Greater London EC1R 0WX

Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

info
  • An urgent requirement is open for a Service Desk Manager with a salary of £50,000 to £60,000, seeking candidates with 5+ years of experience in a similar role.
  • The successful candidate will lead a team responsible for first- and second-line technical support, ensuring effective support of IT services and contributing technical insights to project teams.
  • Key responsibilities include managing incidents and service requests, optimizing incident management systems, and preparing monthly reporting packs with insights and trend analysis.
  • The role also involves maintaining compliance with regulatory requirements and driving accountability among service owners regarding incident responsibilities.
  • Benefits include 25 days of leave, a learning and development budget, hybrid working options, pension contributions, and various wellbeing perks.
Important - Urgent requirement only considering applications with 4 weeks notice or less. As the Service Desk Manager, you will lead a team responsible for delivering first- and second-line technical support. Your role includes ensuring the team supports existing and emerging IT services effectively while providing technical input to project teams. You will also drive the professional development of the support team to prepare them for current challenges and future projects, as well as monitor and manage service desk performance and Service Level Agreements (SLAs). Tech:
  • Azure
  • Office 365
  • ITIL certification
Service Desk Management:
  • Daily oversight of the Service Desk team.
  • Manage incidents and service requests through their full lifecycle.
  • Conduct first-line investigation and diagnosis for all incidents and service requests.
  • Ensure incidents are correctly assigned, prioritized, and the backlog is effectively managed.
Incident Management:
  • Optimise, automate, maintain, and report on incident management systems and processes.
  • Ensure clear and consistent communication, leveraging automation where possible.
  • Prepare a monthly incident reporting pack, including insights, data, trend analysis, and executive summaries.
  • Lead monthly incident management forums, retrospectives, and lessons learned sessions.
Governance and Compliance:
  • Maintain up-to-date documentation for the Incident Management Process and relevant policies.
  • Ensure all systems comply with regulatory requirements and are auditable.
  • Drive business awareness and accountability among service owners regarding incident responsibilities.
What’s in it for you?
  • 25 days + Bank
  • L&D budget to enhance your professional and personal skills
  • Hybrid working
  • Pension
  • Flexi benefits – health care, perks, tech
  • Wellbeing benefits
Process: 1st stage - 30 minute cultural interview - Video 2nd stage - 1 hour - presentation and deep dive - Video

Apply now in a few quick clicks

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.