Service Desk Manager - Central London - ServiceNow, ITIL, Windows Environment
Summary: The Service Desk Manager role in Central London involves overseeing a busy IT function with a significant ticket backlog. The position requires hands-on management of a team of 6 engineers while implementing effective processes and improving service levels. The contract is for an initial 3 months and falls inside the scope of IR35. An immediate start is available for candidates with the right experience in a Windows environment and ServiceNow.
Key Responsibilities:
- Support a busy IT function with a significant ticket backlog of around 300 tickets.
- Help bring the service desk back under control by implementing effective processes.
- Improve ticket management and ensure service levels are met.
- Lead a team of 6 engineers while remaining hands-on when required.
- Review ticket quality and improve workflows.
- Manage escalations and introduce best practices.
- Drive service improvements across the Service Desk function.
- Work onsite 5 days per week in Central London.
Key Skills:
- Proven experience as a Service Desk Manager.
- Strong hands-on Service Desk/IT Support background.
- Extensive ServiceNow experience.
- Experience managing and reducing large ticket backlogs.
- Windows Server and Microsoft technology environment experience.
- Strong Incident, Request and Escalation Management experience.
- Experience implementing and improving Service Desk processes.
- Ability to review, monitor and improve ticket quality and SLA performance.
- Previous experience managing support teams.
- Experience leading teams of Service Desk Analysts and Engineers.
- Strong stakeholder management and communication skills.
- ITIL knowledge and best practice experience.
Salary (Rate): £350 per day
City: Central London
Country: UK
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Detailed Description From Employer:
Service Desk Manager - Central London - ServiceNow, ITIL, Windows Environment
TrinIT Talent are looking for a Service Desk Manager to come on board for an initial 3 month contract based in Central London. This role falls Inside Scope of IR35 and is paying £350 per day.
Job Description:-
We are looking for a hands-on Service Desk Manager to support a busy IT function that currently has a significant ticket backlog of around 300 tickets. The successful candidate will be responsible for helping bring the service desk back under control, implementing effective processes, improving ticket management, and ensuring service levels are met.
Working within a Windows-based environment and utilising ServiceNow, you will lead a team of 6 engineers whilst remaining hands-on when required. This role will involve reviewing ticket quality, improving workflows, managing escalations, introducing best practices, and driving service improvements across the Service Desk function.
This role requires 5 days per week onsite in Central London and is an immediate start opportunity for someone who enjoys getting involved operationally whilst providing leadership and structure.
Key Skills:-
- Proven experience as a Service Desk Manager
- Strong hands-on Service Desk/IT Support background
- Extensive ServiceNow experience
- Experience managing and reducing large ticket backlogs
- Windows Server and Microsoft technology environment experience
- Strong Incident, Request and Escalation Management experience
- Experience implementing and improving Service Desk processes
- Ability to review, monitor and improve ticket quality and SLA performance
- Previous experience managing support teams
- Experience leading teams of Service Desk Analysts and Engineers
- Strong stakeholder management and communication skills
- ITIL knowledge and best practice experience
If you feel you have the right experience for this role, please get in touch by sending your CV in Word format to (see below)
TrinIT Talent will consider applications based only on skills and ability and will not discriminate on any grounds.
Service Desk Manager - Central London - ServiceNow, ITIL, Windows Environment
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