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# Service Desk Manager

- **Company:** Context
- **Location:** London, UK
- **Salary:** £65,000.0 - £75,000.0
- **Contract:** Temporary contract
- **Skills:** Knowledge Management, Azure Active Directory, Microsoft SharePoint, Microsoft InTune, Servicenow
- **Published:** September 4, 2026
- **Apply:** https://www.totaljobs.com/job/service-desk-manager/context-job107936256

## About the Role

* Proven experience managing a Service Desk in a multi-site, complex environment
 * Strong leadership experience managing and developing support teams
 * Excellent stakeholder engagement and customer service skills
 * Strong experience with ITSM tools (ServiceNow essential)
 * Solid understanding of ITIL practices (Incident, Problem, Change Management)
 * Experience with Microsoft environments (M365, Azure AD / Entra ID, Intune, Windows 10/11, Teams, SharePoint)
 * Knowledge of IT asset & service management (ITAM/SAM) principles
 * Experience managing third-party suppliers and service performance
 * Strong reporting, analytical and service improvement capability
 * Ability to operate in a fast-paced, high-demand environment

## Description

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, migrations and onboarding/offboarding activities
 * Work closely with infrastructure, security, applications teams and third-party suppliers to ensure effective service delivery
 * Maintain and improve knowledge management, documentation and standard operating procedures
 * Ensure alignment with governance frameworks (ISO 27001, Cyber Essentials Plus) and internal controls
 * Manage supplier relationships and support vendor performance and accountability


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