https://jobs.co.uk/job/service-desk-manager-context-recruitment--af30156e-3e4e-4225-96da-f60ef11f7448 RSS feed for Service Desk Manager at Context Recruitment. en-gb Mon, 27 Apr 2026 04:49:06 GMT https://jobs.co.uk/job/service-desk-manager-context-recruitment--af30156e-3e4e-4225-96da-f60ef11f7448 https://jobs.co.uk/job/service-desk-manager-context-recruitment--af30156e-3e4e-4225-96da-f60ef11f7448 Wed, 01 Apr 2026 11:53:14 GMT Location: London | Salary: 65000.00-65000.00 Annual | Type: Permanent | Service Desk ManagerLondon (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 desk involvement in projects, rollouts, mig... Permanent