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Service Desk Manager - London (Moorgate) - £45,000 - £50,000 + Benefits

Service Desk Manager - London (Moorgate) - £45,000 - £50,000 + Benefits

Posted 21 February by RBW Consulting LLP
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Service Desk Manager - London (Moorgate) - £45,000 - £50,000 + Benefits

Job Purpose

  • The IT Service Desk Manager role is a hands-on technical and management role.
  • You will provide an effective and efficient helpdesk service for internal and external stakeholders for IT, AV and telephony
  • Incident & problem management and to act as the key escalation point
  • To work with senior managers to ensure IT support services fit current business needs
  • To lead the technical support staff in proactive planning & support and adapting to the changing business needs throughout the Digital Transformation programme.
  • To create and maintain a Service Catalogue and ensure SLAs & KPIs are achieved.

Job context and scope

The IT Department provides computing services to the organisation (circa 180 staff, 550 examiners & 200 International representatives), including hardware, software, maintenance and troubleshooting. It is involved in the specification, development, testing and implementation of software systems. It is also responsible for the provision of statistical management information and for the upkeep of the organisation’s transactional websites. Our client maintains around 60 Intel servers on-site with around 80% virtualized (Hyper-V). The website is hosted in Microsoft Azure linking to Microsoft Dynamics 365 CRM (Software as a Service). Desktops are Windows 10 laptops (140) and MacBook Pros (20) running Microsoft Office 2016, Office 365 for Outlook and 'green screen’ applications.

Principal duties and responsibilities

Operations Management

  • Day to day management of the IT support function.
  • Problem and incident management.
  • Develop processes for the escalation of issues to 3rd level support (Infrastructure team, Development team or 3rd Parties).
  • Act as the key escalation point and manage the process for communicating outage & emergency activities to the business.
  • Analysis and identification of trends in issue reporting and devising preventative solutions.
  • Implement the ITIL framework across Service Delivery/IT Help desk.
  • Create and maintain a Service Catalogue and ensure SLAs & KPIs are achieved.
  • Review and introduce procedures, methodologies and monitors to control and report on service delivery.
  • Create and maintain an IT support knowledge base.
  • Manage and motivate the Technical Support staff in their daily activities to ensure an efficient and effective response to user support issues.
  • Ensure all new members of staff have an effective IT induction including data security principles and IT acceptable usage policies.
  • Manage assets and warranty renewals for desktop equipment.
  • Develop and manage relationships with suppliers in relation to procurement and support.


  • Manage user accounts and authentication for access to the network and business systems.
  • Manage the installation and upgrade of licensed business software not covered by Group Policy.
  • Ensure all desktop equipment is maintained in good working order.
  • Manage and maintain the telephone (Mitel Unified Comms) system.
  • Manage and maintain printers.
  • Manage and maintain AV equipment.
  • Manage and maintain the helpdesk system software including security patching and upgrades.
  • Use, train & troubleshoot Microsoft Windows operating system and Microsoft Office applications (Excel, Outlook, PowerPoint, Visio and Word).
  • Virus & malware detection and removal.

Projects and Planning

  • Contribute to the annual IT department plan and development of an overall long term IT strategy ensuring alignment with the business and corporate strategy.
  • Work with the Infrastructure Manager to evolve the desktop environment, specifically hardware, software and security.
  • Procurement and management of desktop equipment program every three years
  • Assist with the testing process of new Infrastructure developments.
  • Assistance in the delivery of new technology.

This really is an excellent opportunity to work for a global charity that can offer a stable working environment and clear opportunities for development and growth. For more information and a full job description, please contact Ben Turner at RBW Consulting.

Required skills

  • ITIL
  • Service Delivery
  • Service Desk
  • 3rd Line
  • Service Desk Manager

Reference: 40008595

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