Service Desk Manager - £52,000 - Kingston, Hybrid ITIL A highly successful and rapidly growing tech business based in Kingston, Surrey are looking for an experienced Service Desk Lead to join their Infrastructure team. Reporting to the Head of IT this role is a pivotal one; you will have full ownership of the Service Desk function as you work to drive process improvement. Please note - this role offers hybrid working- 2 days per week in the office and 3 days at home. Key responsibilities of this Service Desk Lead will be: Run the front line service desk function ensuring it provides a proactive, efficient and mature service to the organisation to agreed SLAs on services Take ownership for Manage Engine Service Desk Plus (SDP) and champion the use of ITIL best practice. Ensure that all IT support queries are logged in SDP resolved according to agreed SLA''s Work closely with the wider IT function and business to ensure that issues are escalated appropriately and tickets/users are kept-up-to-date on progress Ensure the IT Operations and Cloud Infrastructure teams follow the Change Management process and uncontrolled/unauthorised changes are not carried out Meet the operational requirements of our Information Security Management System. Proactively engage in internal and external audit programmes and ensure remediation activities are completed in a timely manner Able to identify opportunities for continuous service improvement and their implementation. This includes ..... full job details .....