Service Desk Manager

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This job is with London Business School, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Do you have proven experience managing a high performing service desk/IT support team, with strong knowledge of Microsoft technologies?

London Business School are thrilled to be recruiting for a Service Desk Manager to join Technology on a permanent basis.

The Service Desk Manager is responsible for leading the IT Service Desk team in delivering exceptional 1st and 2nd line support to students, executive education participants, alumni, faculty and staff within a prestigious business school environment. The role ensures the effective operation of IT support services, with a strong focus on customer service and continuous improvement. The postholder will manage a team of c.5 reports.

Please note, this role requires on-site presence at our London Campus a minimum of 4 days per week. The ideal start date for this role would be from August 2025.

Main Responsibilities

• Recruit, mentor and develop a high-performing service desk team.
• Responsible for 1st and 2nd line support for all users, ensuring timely and effective resolution of incidents and service requests.
• Champion a customer-centric approach, ensuring a positive user experience for all stakeholders.
• Manage escalations and complex issues, ensuring swift and satisfactory resolutions.
• Develop and enhance relationships with stakeholders across the School to facilitate improved communication, support implementation of change programmes, and to monitor the level of satisfaction with service delivery.

Who we are looking for

• Proven experience managing a high performing service desk or IT support team, ideally in Higher Education or a comparable environment.
• Strong knowledge of Microsoft technologies (Windows, Office
  365, Teams, Intune, SharePoint etc).
• ITIL V4 certification desirable, framework knowledge is essential.
• Demonstrable commitment to customer service excellence and continuous improvement.
• Experience with service desk tools (Halo preferred)
• Excellent leadership and team development skills.
• Excellent communication skills with the ability to engage a variety of audiences.
• Ability to manage internal and external stakeholders.

Why London Business School

London Business School; a global and vibrant business community based in two of the world's most dynamic cities, London and Dubai. It's where extraordinary minds and diverse perspectives connect, to have a profound impact on the way the world does business and the way business impacts the world. We offer best in class hybrid learning to our students and participants, whilst creating a flexible, supportive and dynamic working environment for our people to excel in, whatever their location.

What you can expect from us

• Generous annual leave of 27 days plus extra between Christmas and New Year
• Generous pension package, 14.5% employer contribution (in return for employee enrolment and contribution)
• Free onsite gym and swimming pool
• Amazing range of professional development to support your career path
• Enhanced cycle to work scheme
• Wellbeing offering to support your physical, mental and financial health
• Up to 5 days paid emergency leave for staff who have caring responsibilities for a family member, dependent or friend who is ill.

At London Business School, we support Smart Working - a hybrid approach designed to help you achieve a healthy work-life balance while delivering the best outcomes for your role and the needs of our customers. All roles require a minimum of two days on campus each week to foster a vibrant, collaborative community.

For this role specifically, you will be expected to be on campus at least 4 days per week.

We operate with 'core hours' - 10:00-15:00 - to maximise opportunities for connection and collaboration across teams during the working…