Service Desk & Support Manager

Service Desk & Support Manager

London – Hybrid (4 DPW for 6 months, then 3 DPW in office)

Salary starts at £70,000

Benefits include: 28 days' holiday, a 10% pension up to a cap, breakfast and lunch when working in the office and a comprehensive suite of company benefits.

VIQU has partnered with a leading financial services organisation who are seeking a Service Desk & Support Manager to lead and develop its internal IT Support function. This is a key leadership focused on transforming an established, technically capable Service Desk, improving how the team operates and creating a more structured, data-led service. The Service Desk & Support Manager will focus on people development, performance, resource planning and continual improvement, using service data to identify trends, reduce escalations and drive opportunities for automation and process optimisation. This is not a hands-on ticket resolution role; they need a technically credible leader who can challenge, mentor and get the best out of an experienced support team. The role might also require occasional travel to European offices.

Key Responsibilities of the Service Desk & Support Manager:

Lead, mentor, coach and develop the IT Service Desk team
Improve service performance using ticketing data, KPIs, SLAs and trend analysis
Strengthen resource planning and service coverage across locations
Oversee incident, problem, request and knowledge management
Reduce recurring issues through root-cause analysis
Drive automation, self-service and process optimisation
Improve user satisfaction and overall service quality
Produce service performance reporting and management information
Track service trends, risks and improvement initiatives
Build strong stakeholder relationships across the business
Support change management, audit, compliance and operational governance
Key Requirements of the Service Desk & Support Manager:

Proven experience managing and developing an IT Service Desk or IT Support team
Strong coaching and mentoring skills, with the ability to lead a technically capable support team
Good knowledge of ITSM principles, ideally supported by ITIL certification
Strong experience using service desk data, KPIs and SLAs to drive performance and continuous improvement
Good technical understanding of Microsoft 365, Azure and endpoint management environments
Experience with ITSM/ticketing platforms such as Freshservice, ServiceNow or Jira Service Management
Strong stakeholder management, communication and problem-solving skills
Experience managing incidents, escalations and operational service delivery
Financial services, regulated-sector or multi-site/international support experience would be advantageous
Apply now to speak with VIQU IT in confidence, or contact Harjot Singh on the VIQU website. Know someone great? Refer them and receive up to £1,000 if successful (terms apply). For more roles, follow @VIQU IT Recruitment on LinkedIn
Only candidates based in UK and eligible to work in UK are allowed