Service Desk Operations Manager

2 weeks ago

London, United Kingdom Synapri Full time

We are looking for a seasoned Service Desk Operations Manager with a passion for driving service improvements and operational quality within the IT space. This position lies in a forward-thinking technology department within a well-established firm.


As the Service Desk Operations Manager, you will be responsible for leading a talented team of 8 IT service engineers across two sites: Reigate and London.


This role incorporates managing daily operations of the IT service desk and implementing service management processes such as incident and problem management, service request fulfilment, KPI management as well as configuration and asset management.


Key Responsibilities:

  • Lead a team of 8 IT service engineers, encouraging an environment of growth through training and developmental opportunities.
  • Act as the primary escalation point for both the service desk and internal stakeholders.
  • Effectively manage high-priority incidents, ensuring efficient resolution and communication with all relevant parties.
  • Monitor and enhance service performance based on agreed metrics and customer feedback.
  • Ensure the continuous improvement of service delivery, focusing on efficiency and the strategic use of tools like ServiceNow.
  • Develop and maintain strong relationships with key stakeholders and manage vendor partnerships to support business objectives.


Ideal Candidate Profile:

  • Approximately 3-5 years of prior experience as a Service Desk Operations Manager, preferably within a similar-sized organisation.
  • Proven track record of maturing service desk operations and leading service transformation projects.
  • Experience in operating within an Azure environment and extensive experience with ServiceNow and ITIL Foundation v4.
  • Strong leadership and interpersonal skills, with the ability to manage diverse teams and maintain high levels of performance.
  • Excellent communication skills, capable of crafting clear and persuasive messages for a variety of audiences.
  • Must be dynamic, proactive, and highly collaborative, with the ability to adapt to change and drive continuous improvement.


This position offers the unique opportunity to play a pivotal role in enhancing the maturity of the service desk operations at a critical growth phase at this organisation. This role is ideal for a motivated leader looking to make a significant impact in a supportive and ambitious environment.

  • Service Desk Operations Manager

    2 weeks ago

    London, United Kingdom Synapri Full time

    We are looking for a seasoned Service Desk Operations Manager with a passion for driving service improvements and operational quality within the IT space. This position lies in a forward-thinking technology department within a well-established firm.Scroll down to find an indepth overview of this job, and what is expected of candidates Make an application by...

  • Service Desk Operations Manager

    1 week ago

    London, United Kingdom Synapri Full time

    Job DescriptionWe are looking for a seasoned Service Desk Operations Manager with a passion for driving service improvements and operational quality within the IT space. This position lies in a forward-thinking technology department within a well-established firm.As the Service Desk Operations Manager, you will be responsible for leading a talented team of 8...

  • Service Desk Operations Manager

    2 weeks ago

    London, United Kingdom Synapri Full time

    We are looking for a seasoned Service Desk Operations Manager with a passion for driving service improvements and operational quality within the IT space. This position lies in a forward-thinking technology department within a well-established firm. As the Service Desk Operations Manager, you will be responsible for leading a talented team of 8 IT service...

  • Service Desk Operations Manager

    2 weeks ago

    London, United Kingdom Synapri Full time

    We are looking for a seasoned Service Desk Operations Manager with a passion for driving service improvements and operational quality within the IT space. This position lies in a forward-thinking technology department within a well-established firm. As the Service Desk Operations Manager, you will be responsible for leading a talented team of 8 IT service...

  • Service Desk Operations Manager

    2 weeks ago

    London Area, United Kingdom Synapri Full time

    We are looking for a seasoned Service Desk Operations Manager with a passion for driving service improvements and operational quality within the IT space. This position lies in a forward-thinking technology department within a well-established firm.As the Service Desk Operations Manager, you will be responsible for leading a talented team of 8 IT service...

  • Service Desk Operations Manager

    2 weeks ago

    London Area, United Kingdom Synapri Full time

    We are looking for a seasoned Service Desk Operations Manager with a passion for driving service improvements and operational quality within the IT space. This position lies in a forward-thinking technology department within a well-established firm. As the Service Desk Operations Manager, you will be responsible for leading a talented team of 8 IT service...

  • Service Desk Operations Manager

    2 weeks ago

    London Area, United Kingdom Synapri Full time

    We are looking for a seasoned Service Desk Operations Manager with a passion for driving service improvements and operational quality within the IT space. This position lies in a forward-thinking technology department within a well-established firm.As the Service Desk Operations Manager, you will be responsible for leading a talented team of 8 IT service...

  • Service Desk Operations Manager

    2 weeks ago

    London Area, United Kingdom Synapri Full time

    We are looking for a seasoned Service Desk Operations Manager with a passion for driving service improvements and operational quality within the IT space. This position lies in a forward-thinking technology department within a well-established firm.As the Service Desk Operations Manager, you will be responsible for leading a talented team of 8 IT service...

  • Customer Operations

    2 weeks ago

    London, United Kingdom Oliver James Associates Ltd. Full time

    Customer Service Desk Manager Exciting opportunity for an enthusiastic, analytical, and strategic thinker to join a fast-growing, market leading IT partner. This role will be responsible for ensuring that the Customer Service Desk provides a seamless and efficient service to assist customers with their service requests and support needs. This role will...

  • Service Desk Manager

    2 weeks ago

    London, United Kingdom T-Tech Full time

    About UsWe’re one of the fastest growing MSP Cloud Service providers in the UK, helping SMEs in the Accountancy and Professional Services sector with exciting digital transformation projects.We recently saved millions for an insurance company by building an anti-fraud application based on RPA - Robot Process Automation and we have similar projects in the...

  • Service Desk Manager

    1 month ago

    London, United Kingdom Belmont Lavan Full time

    Job Description Key responsibilities: Direct line management for a team of Service desk analysts, providing feedback through 121s and formal reviews Draft the Service desk strategy to drive the shifting of incidents and requests to more efficient and faster resolution processes and design a flexible and robust service Develop, gain agreement to, own and...

  • Service Desk Manager

    7 hours ago

    London, United Kingdom In Technology Group Full time

    Role: Service Desk Manager We are supporting our client as they search for their next Service Desk Manager. The successful candidate will work within a team of highly driven experts, providing client-side support and overseeing the daily operations of the service desk team. This role involves managing a team of support professionals, implementing best...

  • Service Desk Manager

    1 month ago

    City of London, United Kingdom Understanding Recruitment Full time

    **Service Desk Manager** A brand new and exciting role has just arisen for an experienced Service Desk Manager to join a leading charity based in Aldgate, Central London. As the Service Desk Manager you will have experience of working in an ITIL environment while also being ableto lead a team of Service Desk professionals. This is a great chance for someone...

  • Service Desk Operative

    1 month ago

    London, United Kingdom Morgan Philips Specialist Recruitment Full time

    Service Desk Analyst My client is wanting to employ a Service Desk Analyst to join their busy fast paced environment. You will be expected to provide good customer services skills, deal with 1 st and 2 nd line support queries to end users. This role will be working directly for my client. You will provide a 1 st and 2 nd line service to staff internally -...

  • Service Desk Manager

    7 days ago

    London, United Kingdom Belmontlavan Full time

    1 year ago Be among the first 25 applicants Save this job with your existing LinkedIn profile, or create a new one. Save this job with your existing LinkedIn profile, or create a new one. Your job seeking activity is only visible to you. Email Welcome back Sign in to save Service Desk Manager at Belmont Lavan . Key responsibilities: Direct line...

  • Customer Service Desk Manager

    2 weeks ago

    London, United Kingdom BCT Resourcing Full time

    Customer Service Desk Manager London Exciting opportunity for an enthusiastic, analytical, and strategic thinker to join a fast-growing, market leading IT partner. This role will be responsible for ensuring that the Customer Service Desk provides a seamless and efficient service to assist customers with their service requests and support needs. This role...

  • Service Desk Manager

    4 weeks ago

    London, United Kingdom In Technology Group Limited Full time

    **Role**: Service Desk Manager **Location**: Central London **Salary**: £65,000 **Training**: Microsoft Training & Certificates One of Europe's leading Managed IT & Cloud Solutions Providers is searching for an experienced and technically minded Service Desk Manager to join the team ASAP! This is a fantastic opportunity to work within a growing team, at a...

  • Customer Service Desk Manager

    2 weeks ago

    London, United Kingdom Oliver James Associates Ltd. Full time

    Customer Service Desk Manager Exciting opportunity for an enthusiastic, analytical, and strategic thinker to join a fast-growing, market leading IT partner. This role will be responsible for ensuring that the Customer Service Desk provides a seamless and efficient service to assist customers with their service requests and support needs. This role will...

  • Service Desk Manager

    1 month ago

    London, United Kingdom Ashdown Group Full time

    You will be responsible for managing and overseeing the 24/7/365 service desk team providing an internal IT department for various clients. You will be driving a culture of service excellence, continuous improvement and delighting customers. In this role, you will also be responsible for the line management of technical and team lead staff members,...

  • Service Desk Analyst

    4 weeks ago

    London, United Kingdom Venn Group Full time

    **Service Desk Analyst opportunity** **Agency Reference Number: 66384** Venn Group is working with a large organisation in London who are looking to expand their Service Desk Team **Day rate**:£90 - £150 (dependent on experience) **Location**:London** Length**:3 months (highly likely to get extended) **Job responsibilities include**: - Provide face to...