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# IT Service Desk Manager

- **Company:** Pink Worm Recruitment
- **Location:** London, UK
- **Salary:** £60,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Cyber Security, Identity and Access Management, Information Technology Operations, Microsoft Software, Queue Management Systems
- **Published:** September 28, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c6d97f74b290c8d1

## About the Role

* Recent hands on Service Desk, Technical Support or IT Operations leadership experience
 * Strong people management skills, including performance, workload planning and team development
 * Good knowledge of Incident, Request, Problem and Major Incident Management
 * Experience working with ITSM platforms, SLAs, reporting and queue management
 * Strong Microsoft technology exposure, including Microsoft 365, Defender, Identity & Access Management and Endpoint Management
 * Confidence managing high priority incidents and operational escalations
 * The ability to use data, trends and service metrics to drive improvements
 * Excellent communication and stakeholder management skills

Experience with ITIL, cyber/security ticket management, GDPR, ISO27001, Cyber Essentials, regulated environments, insurance, financial services or multi-site businesses would be advantageous.

This role would suit someone who leads from the front, enjoys developing people and wants to shape a Service Desk function that is accountable, service-led and continuously improving.

## Description

We are pleased to support the appointment of a IT Service Desk Manager to lead and develop a business critical Service Desk function within a established and growing financial services group., This is a brilliant opportunity for an experienced Service Desk Manager, Technical Support Manager, IT Support Manager IT Operations Manager or similar who enjoys leading people, improving service delivery and being the calm, credible escalation point when it matters most.

You'll take ownership of an integrated Service Desk covering traditional IT support activity as well as cyber/security related tickets, ensuring users receive responsive, consistent and technically capable support., * Leading the day-to-day operation of the IT Service Desk

 * Managing incidents, service requests and cyber/security tickets through to resolution
 * Ensuring effective triage, prioritisation, escalation and SLA management
 * Acting as the escalation point for major incidents and critical service issues
 * Monitoring queue health, service performance, customer satisfaction and operational metrics
 * Improving processes, workflows, automation and self-service capability
 * Developing knowledge articles, procedures and operational documentation
 * Coaching, managing and developing a high-performing technical support team
 * Working closely with IT, Cyber Security and wider business stakeholders


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