Interim Service Desk Manager
Added 2nd May 2025
We are searching for an Interim Service Desk Manager who will be crucial in driving the operational effectiveness of our client’s first-line support function. This role involves overseeing a team of six service desk analysts, implementing structure and formal service-level agreements, and reporting directly to the Director of IT and Head of Service Operations.
Responsibilities
- Manage day-to-day service desk operations and ensure effective incident resolution
- Lead and support a team of six first-line analysts (M365, AD, Azure, networking, cyber, laptop builds)
- Complete structured handover with outgoing manager
- Implement formal SLAs and process improvements
- Track KPIs and identify areas for improvement
Essential Skills
- Experience managing a 1st line support team of similar size
- ITIL Foundation or practical knowledge of ITIL processes
- Proficient in ITSM/ticketing tools
Location
London
Salary
Please contact us
Industry
Charity
Contract Type
Contract