https://jobs.co.uk/job/service-desk-manager-context-recruitment--0e175cc5-86e9-48d6-a9e3-dff1c28a1306 RSS feed for Service Desk Manager at Context Recruitment. en-gb Mon, 27 Apr 2026 20:02:21 GMT https://jobs.co.uk/job/service-desk-manager-context-recruitment--0e175cc5-86e9-48d6-a9e3-dff1c28a1306 https://jobs.co.uk/job/service-desk-manager-context-recruitment--0e175cc5-86e9-48d6-a9e3-dff1c28a1306 Sun, 29 Mar 2026 23:00:00 GMT Location: London | Salary: £65000 - £70000/annum | Type: Permanent | Service Desk Manager London (hybrid working) -70,000 PA A well-established and growing organisation is seeking an experienced Service Desk Manager to lead and evolve its IT support function within a complex, multi-site environment. Supporting a diverse user base across office, remote and site locations, you''ll play a pivotal role in delivering a high-quality, customer-focused IT service, ensuring stability, performance and continuous improvement across the service desk and field support teams. Key Responsibilities * Lead and manage the Service Desk and Field Support teams, driving performance, development and a customer-first culture * Act as the senior escalation point for major incidents and complex technical issues * Own end-to-end incident, request, problem and change management aligned to ITIL best practice * Oversee ticket queues, workload distribution, SLA/OLA adherence and ticket quality * Produce regular service reporting (SLAs, backlog, ticket ageing, trends, first-time fix rates) and provide insights to leadership * Drive continuous improvement through root cause analysis, gap analysis and service optimisation initiatives * Coordinate service d... Permanent