We’re on the hunt for a people-focused, technically savvy leader to take charge of a talented service desk team at an innovative IT services company.
If you’re a natural problem-solver with a flair for fostering diverse, inclusive teams and a knack for delivering top-tier customer service, we’d love to meet you!
This role is all about balancing technical expertise with people-first leadership. You'll lead a team of c20 in London and collaborate with global counterparts to ensure the seamless operation of a 24/7 service desk. Think you're up for the challenge?
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The Role: IT Service Desk Manager
Location: Onsite Central London
Salary: £60,000 - £65,000 depending on experience
Comprehensive Benefits Package
Type: Full Time - Permanent
About Us:
We’re a nimble, London-based Managed Services Provider (MSP) with deep expertise in Microsoft technologies and a specialised focus on regulated sectors.
Entering an ambitious growth phase, we’re looking to expand our reach and elevate client success through this pivotal role. With the highest customer retention rate in our market, we combine a strong operational foundation with agility and an entrepreneurial spirit.
Where your expertise will add value:

• Inspired Team Leadership
  
• Drive the team to deliver exceptional service, ensuring ITIL standards are at the core of their work.
  
• Nurture talent at all levels through tailored coaching, mentoring, and career growth opportunities.
  
• Advocate for a culture that values diversity, promotes inclusion, and prioritises the well-being of every team member.
  
• Instil a client-focused mindset, building trust and strong partnerships with customers.
  
• Champion the team to build confidence, motivation & energy.
  
• Operations & Service Delivery
  
• Optimise service desk performance by refining KPIs and streamlining ticket workflows.
  
• Serve as the go-to expert for resolving critical client issues with urgency and precision.
  
• Evaluate and upgrade operational processes to boost efficiency and effectiveness.
  
• Partner with the sales team to uncover and capitalise on opportunities for client expansion.
  
• Deliver insightful reports on service desk outcomes and customer feedback to drive continuous improvement.
  What We’re Looking For:
  Experience & Skills
  
• A Bachelor’s degree or the kind of hands-on experience that can’t be taught in a classroom.
  
• A proven track record of managing IT service desk operations like a pro in a fast-paced MSP
  
• A rock-solid grasp of IT service management (you speak ITIL fluently).
  
• A people-person who understands team dynamics and knows how to manage, inspire, and celebrate a multicultural crew.
  About You
  
• The mastermind behind building and growing top-notch teams in customer-focused businesses. A positive, inspiring & credible leader who thrives on energising & empowering people.
  
• Customer-focused, with a service-oriented mindset.
  
• Organised, adaptable, and ready to tackle challenges in a fast-changing technical environment.
  
• Commercially savvy—you can build a budget, spot opportunities, and showcase the true value of what you deliver.
  
• A natural communicator with the ability to connect, inspire, and clearly articulate ideas, whether in writing or face-to-face.
  Why You’ll Love It Here
  This company is all about “team collaboration.” We believe success is built on collaboration and a strong, inclusive culture. As a Service Desk Manager, you’ll play a pivotal role in shaping that culture while ensuring world-class service delivery.
  Ready to make a real impact? Let’s chat!
  Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.
  If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR