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# Service Desk & Support Manager

- **Company:** VIQU Ltd
- **Location:** Great Wakering, UK
- **Salary:** £70,000.0 - £80,000.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, JIRA, Microsoft Azure, Knowledge Management, Performance Monitor, Servicenow
- **Published:** September 13, 2026
- **Apply:** https://www.careerboard.com/gb/en/find-jobs-in-United-Kingdom/-E1EE71581141C334E6/

## 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


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