IT Service Desk Manager

Location: Central London - Minimum 4 days onsite per week
Contract: 3-Month Fixed Term Contract (FTC) - Potential to go permanent
Salary: Up to £55,000 (FTC, pro rata)
Start Date: ASAP
Interview Process: 1-stage interview

Endeavour Recruitment, in partnership with our client in the housing sector based in Central London, is actively seeking an experienced IT Service Desk Manager to join their team. This is a key leadership position replacing a departing team member, offered on an initial 3-month FTC with strong potential for a permanent position.

Role Overview:

You'll manage a team of approximately 9 IT support professionals, ensuring efficient and customer-focused delivery of IT services across the organisation. This is a hands-on management role requiring a proactive approach, technical understanding, and the ability to lead a busy, multi-disciplinary support team.

Key Responsibilities:

Lead and manage day-to-day operations of the IT Service Desk
Ensure prompt, high-quality resolution of incidents, service requests, and technical queries
Monitor and report on SLAs, KPIs, and team performance
Provide coaching, mentoring, and performance reviews for team members
Drive improvements in processes, knowledge management, and customer experience
Manage escalations effectively and ensure root cause analysis is conducted
Maintain and improve ITSM tools and documentation (primarily ServiceNow)
Collaborate with infrastructure, applications, and project teams
Manage relationships with external vendors and internal stakeholders

Required Skills & Experience:

Proven experience as an IT Service Desk Manager, IT Support Manager, or similar role
Strong experience with ITSM tools - particularly ServiceNow
Solid knowledge of the Microsoft technology stack, including:
Office 365, Teams, Outlook, Windows 10/11, Active Directory, Exchange
Excellent understanding of ITIL processes, particularly Incident, Request, and Problem Management
Familiar with remote desktop tools, endpoint management, and ticketing systems
Strong leadership skills - able to motivate, support, and develop high-performing teams
Clear, confident communication and stakeholder management skills
Analytical and organised, with the ability to work under pressure and prioritise effectively
Strong focus on customer service and user satisfaction
Ability to document procedures and create training or support materials

Desirable (Not Essential):

ITIL Foundation or similar IT service management certification
Previous experience working in the housing, public, or non-profit sector