Service Desk and Support Manager

Service Desk and Support ManagerLondon Hybrid (4 DPW for 6 months, then 3 DPW in office)Salary starts at £70,000Benefits 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 and 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 and 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 and Support Manager: Lead, mentor, coach and develop the IT Service Desk teamImprove service performance using ticketing data, KPIs, SLAs and trend analysisStrengthen resource planning and service coverage across locationsOversee incident, problem, request and knowledge managementReduce recurring issues through root-cause analysisDrive automation, ..... full job details .....