Service Desk Manager

Service Desk Manager | London | circa £45,000

Jonothan Bosworth Recruitment Specialists are working with an award winning global IT managed services company. Our client continues to expand, which has provided the opportunity for a motivated and forward-thinking Service Desk Manager to join their ranks.


As Service Desk Manager you will manage the performance of Level 1 and Level 2 services & support clients (internal and external) ensuring that service levels are achieved, whilst being responsible for ensuring staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

If you can manage incidents and problems, manage & coordinate urgent and complicated support issues : whilst acting as the escalation point for all requests and incidents : then this role should be for you. Individuals who can manage a phone/ticket escalation processes to ensure free flowing escalation and information; determining root cause of issues and communicate appropriately to internal and external customers will be sought after.

The ideal Service Desk Manager will train, coach & mentor Service Desk team members; oversee staff activities, build/obtain (from other departments) training material for support staff and schedule employees working times and provide backup support, whilst interacting with internal and external customers.

If you can provide data and reporting of KPI’s and trends to the IT department, weekly, monthly and as needed, whilst working to make Service Desk the single source of truth and service delivery channel for IT then we’d like to hear from you TODAY.

If you have prior experience with overseeing solutions repository, ensuring top quality solutions are available to the staff – developing Service and Business Level Agreements to set expectations and measure performance, coupled with an ability to develop an effective and workable framework for managing and improving customer IT support then you are likely to receive an immediate interview request.

Service Desk Managers who can manage process for communicating outage/emergency activities to clients, manage vendor relationships; review survey feedback to improve services, tools and support experience – keep confidential all applicant, client, and verification and company proprietary information should be confident in securing an interview.


Minimum 5 years’ experience as a Service Desk Manager.

Experience working in the Managed Service Industry.

ITIL Certified.

Have worked in a multi customer environment.

Demonstrable track record in delivering technological environments.

Highly analytical in problem solving with the ability to apply original and innovative thinking.

Display and apply knowledge of technologies including: Cloud solutions, Cyber Security, Microsoft, Infrastructure Networks, Server virtualisation, Thin client technologies and an awareness and understanding of additional software programmes and technologies relevant to technical infrastructure environments.


We are looking for a self-starter, highly motivated, with strong people management skills and an ability to clearly articulate messages to a variety of audiences. Service Desk Managers with excellent verbal, written and presentation communication skills should apply.

If you are organised and methodical with strong prioritisation and negotiation skills, coupled with an ability to succeed in a fast-paced environment : able to work under pressure and think clearly in challenging situations in a logical manner, then please contact Jonothan Bosworth Recruitment Specialists TODAY.