Information Technology Service Desk Manager

4 weeks ago

London, United Kingdom La Fosse Full time

Global Service Desk Manager Location: Hybrid - 3 days a week - London
Salary: £50,000 + 10% Bonus, Pension Scheme

Our internationally recognized client is seeking a Global Service Desk Manager to lead and enhance IT service delivery across multiple regions, including the Americas, Southeast Asia, Europe, India, and the UK. You will be instrumental in ensuring operational excellence, customer satisfaction, and alignment of IT services with broader business objectives.

Oversee, mentor, and develop a geographically distributed service desk team.
Ensure round-the-clock support to meet global business needs.
Facilitate training and career development to promote professional growth.
Service Delivery and Quality Assurance:
Establish and refine ITIL-based standard operating procedures and KPIs.
Collaborate with stakeholders to align on service expectations and SLAs.
Implement performance metrics and analyze data to improve service desk efficiency.
Work with IT leadership to align the service desk strategy with organizational goals.
Participate in service transitions, new technology rollouts, and incident management
Procurement Management:
~ Manage procurement activities related to service desk provisions, ensuring budget compliance.


Significant experience in global service desk management.
Strong knowledge of ITIL and ITSM frameworks; ITIL certification preferred.
Proficiency in analyzing performance metrics and driving continuous improvement.
Familiarity with service desk tools like FreshService or JIRA.

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