Service Desk Manager​/Supervisor

Service Desk Manager / Supervisor | 6 Month FTC | Chancery Lane | Hybrid
Are you an experienced Service Desk leader who enjoys getting the best out of people, improving service performance and keeping a busy support operation running smoothly?

We are recruiting for a Service Desk Manager / Supervisor to join a major international professional services organisation on an initial 6-month fixed-term contract
. The position has arisen following significant organisational growth and will take ownership of the day-to-day Service Desk operation during a busy period of change.

• £50,000 to £70,000 per annum (DOE)
• 6-month fixed-term contract
• Chancery Lane, London
• Hybrid working, 3 days in the office and 2 days remotely
• Monday to Friday, 9:30am to 5:30pm
• Managing a team of approximately 14 across two offices
• Predominantly a people and operational management position rather than a hands-on technical support role

• Lead, coach and motivate a team of Service Desk Analysts across two locations
• Run regular 1-2-1s and support individual development
• Manage rotas, attendance, resource allocation and team coverage
• Oversee daily Service Desk operations and ticket queues
• Act as an escalation point for high-priority incidents and operational issues
• Monitor SLAs, KPIs, customer satisfaction, backlog, response times and team productivity
• Produce operational reporting and identify service improvement opportunities
• Oversee joiner, mover and leaver processes, including access and hardware provisioning
• Improve processes, procedures and knowledge-base content
• Promote ITIL best practice and identify opportunities for automation and optimisation

• Previous experience leading or supervising an IT Service Desk
• Strong people management skills, ideally managing a sizeable support team
• Experience managing performance through SLAs and KPIs
• Strong understanding of ITSM and ITIL environments
• Experience managing ticket queues, workloads and escalations
• Knowledge of Service Now or a comparable service management platform
• Excellent stakeholder management and communication skills
• A proactive, organised approach with the ability to maintain high service standards during periods of change and growth

This would particularly suit someone currently working as a Service Desk Manager, IT Support Manager, Service Desk Team Lead or Service Delivery Manager who wants a management-focused role within a large, international professional environment.

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive workplace where all employees feel valued and respected. We encourage applications from candidates of all backgrounds.