Service Desk Manager - Prestigious Brand; London W1, 65k

Service Desk Manager required for a globally recognised luxury brand catering to High Net Worth Individuals it is based in Central London 5 days a week paying upto 65k + Significant Bonus and amazing benefits. You will be in charge of a team of 3 in a larger department of 6 reporting to the Head of IT. There maybe travel to their warehouses within the M25 and their global head office in Europe This is a premier opportunity for a hands-on leader to take ownership of a "white-glove" support function within a prestigious, mobile-first estate. The Role

As the Service Desk Manager, you will report directly to the Head of IT and the Finance Director, overseeing a talented team of three. This is a unique "player-manager" role where you will manage daily helpdesk operations while remaining an active technical contributor.

Beyond team management, you will act as the formal deputy for the Head of IT, gaining senior-level exposure and helping to shape the strategy for their ServiceNow environment. You will ensure world-class standards for 600 staff across a modern estate featuring 550 iPhones and 300 high-spec laptops., * Leadership: Supervise a small, busy helpdesk; manage workloads, ticket allocation, and performance reviews.

• Hands-on Support: Provide Level 1 & 2 support, acting as the primary escalation point for complex technical incidents.
• Technical Management: Oversee the deployment and maintenance of the iOS/iPhone estate via JAMF/Intune.
• Reporting & Strategy: Manage the CMDB and helpdesk systems to produce regular statistics and trend reports.
• Governance: Maintain IT documentation, SOPs, and knowledgebase articles to ensure high service availability.

• Leadership: Proven experience leading small technical teams (1-5 staff) in a hands-on capacity.
• ITSM: Deep experience with ServiceNow or similar enterprise-grade helpdesk tools.
• Mobility: Strong knowledge of iOS/iPhone management and JAMF.
• Ecosystem: Microsoft Windows, Active Directory, and Office 365 (Exchange/SharePoint).
• Network: Fundamental understanding of TCP/IP networking.
• Soft Skills: Exceptional interpersonal skills suited for a high-net-worth/VIP environment.