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# Service Desk & Support Manager

- **Company:** VIQU Ltd
- **Location:** London, UK
- **Salary:** £70,000.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, JIRA, Microsoft Azure, Knowledge Management, Performance Monitor, Servicenow
- **Published:** September 9, 2026
- **Apply:** https://itjobpro.co.uk/job/service-desk-support-manager

## About the Role

Proven experience managing and developing an IT Service Desk or IT Support team
Strong coaching and mentoring skills, with the ability to lead a technically capable support team
Good knowledge of ITSM principles, ideally supported by ITIL certification
Strong experience using service desk data, KPIs and SLAs to drive performance and continuous improvement
Good technical understanding of Microsoft 365, Azure and endpoint management environments
Experience with ITSM/ticketing platforms such as Freshservice, ServiceNow or Jira Service Management
Strong stakeholder management, communication and problem-solving skills
Experience managing incidents, escalations and operational service delivery
Financial services, regulated-sector or multi-site/international support experience would be advantageous

## Description

Lead, mentor, coach and develop the IT Service Desk team
Improve service performance using ticketing data, KPIs, SLAs and trend analysis
Strengthen resource planning and service coverage across locations
Oversee incident, problem, request and knowledge management
Reduce recurring issues through root-cause analysis
Drive automation, self-service and process optimisation
Improve user satisfaction and overall service quality
Produce service performance reporting and management information
Track service trends, risks and improvement initiatives
Build strong stakeholder relationships across the business
Support change management, audit, compliance and operational governance
Key Requirements of the Service Desk & Support Manager


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