Our client, a prestigious global enterprise has an opening for a London based Service Desk Manager to manage a team of support engineers to provide IT support to the business in their UK, Europe & IMEA offices. 
  
The role requires a good level of hands-on technical understanding to help mentor, inspire and develop the team within their roles and increase their capabilities whilst contributing to the overall service strategy.  
  
Responsibilities: 
 

• Day to day hands on management of the London based service team.
• Ensuring all requests are responded to within a timely manner and resolved with a high level of quality.
• Senior stakeholder management.
• Helping to align the service desk towards ITIL.
• Reporting and improvement of team SLA's and metrics.
• Overseeing the JML process for successful onboarding of all new employees.
• The appraisal, mentoring and development of the service team members.
• Management and improvement of key service processes to raise our standards.
• Supplier management with our 3rd party suppliers and partners.
• Contribution to the development of our overall service strategy.

 
Skills & Experience Required:

• Excellent management and communication skills…
• Previous experience in a Service Desk Managers role.
• Excellent understanding of ITIL with knowledge to implement.
• Technical knowledge of Microsoft O365 technologies including Entra ID.
• Technical knowledge of Microsoft Azure and Intune.
• Previous experience working with audio and video conferencing tools such as Zoom and MS Teams.
• Good understanding of security threats and principles.
• Vendor and supplier management.