IT Service Desk Manager

Newport, Wales, United Kingdom

4/16/2025

Application Deadline: 30 May 2025

Department: IT

Location: London

Description

Reporting into the Head of IT Support, we are looking for a talented IT Service Desk manager to join our IT team. We have an exciting mix of skills and technologies and have been rapidly developing and expanding our systems. This is a great opportunity to implement and grow your experience in a strong IT support department as part of a busy and growing retail environment. This is a global role supporting stores and head office as a first point of contact and initial incident escalation for all problems, incidents and requests.

The right person will have at least 2 years’ experience in managing a team and have technical experience in ITSM – we use Jira Service management, Reporting and Power BI, CSI, MS Exchange, and technical experience in MS Office, Azure, O365, remote assistance, WAN and LAN networking. This is an updated role for someone highly organised who is looking to take on and mould our support function to better meet the business’s demands. It is a hybrid role, 3 days a week based out of our London office, with a team split between London and Coventry.


Key Responsibilities

• Team Leadership: Supervise and Mentor the Service Desk team providing guidance, training and support to ensure optimal performance and professional growth.
• Service Management: Develop, implement and manager IT Service Desk processes, policies and procedure in alignment with ITIL best practices to improve efficiency and service quality
• Incident and Problem Management: Oversee the logging, categorisation, resolution and escalation of IT incidents and service requests to ensure timely resolution and minimal disruption to business operations
• Performance metrics: Monitor and analyse service desk metrics and KPIs to identify trends, measure performance and drive continuous improvement.
• Customer Service Excellence: foster a customer-focused culture within the Service Desk team, ensuring all support interactions are handled with professionalism, empathy, and a solution-oriented approach.
• Collaboration: Work closely with other IT teams and departments to resolve technical issues, implement new technologies and enhance service offerings.
• Vendor Management: Collaborate with vendors and service providers to ensure the effective delivery of external support services.
• Budget management: Assist in managing the service desk budget including forecasting staffing needs and potential cost-saving strategies
• Documentation: Ensure accurate documentation of processes, procedures and knowledge base articles for ongoing training and reference by service desk colleagues established and maintained.
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  We would like to meet someone who is
  
  
  • Proven experience as a manager and at least 5 years in an IT environment
  • Preferably ITIL v3/v4 Foundation qualified
  • Excellent organisational skills with the ability to prioritise tasks and manage team workloads efficiently
  • Ideally GCSEs in Maths/Science/I.T. (Preferably A or AS –levels/ Degree Level) or equivalent
  • Good Experience in Power BI and Jira Service management
  • Experience in implementing and administering, AD, Azure, O365, EOL, Windows updates and managing Exchange
  • Excellent communication skills, both written and spoken including customer relations experience up to C-Level
  • Excellent team management skills
  • Proficient in IT service management tools
  • Experience working in a retail environment is desirable but not essential
    
    
    
  Benefits
  
  
  • Competitive salary and benefits package
  • Hybrid working, 3 days in London based office & 2 working from home
  • Holiday allowance
  • 50% staff discount & 25% for family and friends
  • Pension scheme