IT Service Desk Manager

Service Desk Manager
Based: Onsite with our client, Central London
Type: Full-time
Salary: £50-55k
Eligibility: You must be eligible to work in the UK

About the role: 
Would you like to make an impact at a successful tech company whose vision is to be the No. 1 provider of Managed IT Services to the UK non-profit sector? Would you like the opportunity to help charities accelerate their missions and make a difference in the world through better use of technology?

We are expanding our team and seeking a Service Desk Manager who will enjoy building up genuine and lasting relationships with our clients. This role will be customer facing, with matrix management of the customer’s own Service Desk team.

You will be responsible for: 

Leading and managing their Service Desk end-to-end, overseeing daily operation of the Service Desk, ensuring adherence to their SLA, working closely with Service Delivery colleagues on continual improvements, helping to improve their knowledgebase & documentation maintenance, coordinating Major Incident responses and feeding into Problem Management – with the full support of your Smartdesc colleagues.

The role offers the chance to show off your interpersonal, analytical and service delivery skills as you help implement Continual Service Improvement plans at a large charity. It’s perfect for anyone with a passion for technology who is excited by the prospect of working closely with clients to positively impact their IT Service Delivery.

Key Skills:  

• The role is appropriate for an individual who has experience as a Service Desk Manager and works within the ITIL framework
• The ability to work with independence within the agreed desired outcomes
• The ability to influence within a matrix structure
• Experience in excellent customer service and customer rapport building, including the identification of key stakeholders
• A desire to work within the not-for-profit sector, working closely with charities delivering much needed services to beneficiaries 
• Experience working within health care beneficial
• Experience in working with technical and non-technical business personnel at various levels, articulating technical and service delivery principles
• Strong attention to detail
• Well organised, proactive and has excellent troubleshooting skills
• Is able to demonstrate tangible improvement progress, through documented reports and stakeholder management
• Project/programme management experience is advantageous

Why Academia?

At Academia, we are redefining the landscape of IT services across education, business, public sector and nonprofit sectors. As an innovative and rapidly expanding technology company, we’re not just a supplier—we’re a trusted partner to thousands of clients nationwide.

With over 20 years of expertise, double-digit growth, a team of 300+ professionals and revenues exceeding £150 million in FY26, we’ve earned a reputation as a top-tier IT solutions provider. Our dedication has been recognised with prestigious industry accolades, including the coveted CRN Reseller of the Year award.

Our ethos is simple: by delivering outstanding technology and ensuring it works seamlessly, we empower our clients to maximise their tech investments. Their IT success is our business.

We foster a culture rooted in our people, teamwork, innovation, integrity, ambition and a commitment to exceptional customer service. Backed by Strive Capital since 2020, we’re continuously expanding, exploring new frontiers with a strong financial and strategic foundation.

Our dedicated Lifecycle Services division exemplifies our promise to sustainability, offering comprehensive IT lifecycle solutions that reduce environmental impact.

At Academia, you’ll find more than just a job—you’ll find an opportunity to be part of one of the UK’s most exciting tech success stories. If you’re passionate about technology, eager to make an impact and ready to grow with a dynamic, supportive team, we’d love to hear from you.

For more information on opportunities with Academia, visit our website.

Benefits 

• Gym membership contribution    
• Health Cash Plan   
• Increased annual leave with length of service    
• Free annual leave on your birthday    
• Length of service bonus   
• Hybrid working  
• Free Will Writing service   
• And more!