Service Desk Manager

On site

London, United kingdom

£ 50 /hour

Freelance

08-05-2025

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Job Specifications

Our client is seeking a hands-on Interim Service Desk Manager to lead a well-established 1st Line Support team during a period of extended paternity leave. With a team of six Service Desk Analysts handling a wide range of tasks – from Active Directory and M365 queries to laptop builds and basic networking – this is your chance to step into a critical leadership role and bring greater structure and clarity to a busy IT support environment.
Responsibilities:
Oversee the day-to-day operations of a 6-person 1st Line Service Desk team
Deliver a smooth handover from the existing manager before they go on leave
Motivate, coach, and support the team to maintain excellent service standards
Assess current skills across the team and report insights to the Director of IT & Head of Service Operations
Introduce and embed formal SLAs and improved processes to bring structure to a currently informal support setup
Ensure effective ticket management and customer satisfaction through best practices
Act as a bridge between technical and non-technical teams

Skills & Experience:
Proven experience managing similar-sized 1st Line IT support teams
Strong understanding of technologies such as Microsoft 365, Active Directory, Azure, and general laptop build processes (hands-off, but technically aware)
Experience with ticketing systems and ITIL-based service management
ITIL Foundation certification preferred
Approachable leadership style with the ability to adapt your management approach based on the team and situation
Confident in assessing team capabilities and recommending improvements
Flexible and pragmatic mindset – ready to bring calm and order to a dynamic environment

About the Company

Vector Resourcing, 'Expert Technology Recruitment', is a 100% employee-owned company dedicated to providing contract and permanent resourcing solutions across the UK and Europe. We pride ourselves on offering a flexible, high-quality service with a uniquely personal touch. As an employee-owned company, our team is highly motivated and invested in the success of our clients, and we are committed to delivering exceptional results. Whether you're looking for top talent to join your team or seeking new opportunities in the techn... Know more