Service Desk Manager

IT Service Delivery & Support ManagerLondon | Hybrid - 4 days onsiteVIQU has partnered with a leading financial services organisation to appoint an IT Service Delivery & Support Manager to lead its IT Service Desk function and drive improvements across servicequality, user experience and operational delivery. This is an opportunity for an experienced ITService Delivery & Support Manager to take ownership of a customer-focused serviceenvironment, lead a support team and contribute to the evolution of IT support strategy acrossan international business. The role also involves occasional travel to European offices.Key responsibilities of the IT Service Delivery and Support Manager• Lead, coach and develop the IT Service Desk team• Ensure effective service coverage across locations• Drive a customer-focused approach to IT support• Manage incidents, problems, requests and knowledge processes• Lead escalations and root-cause analysis• Improve service quality, efficiency and user satisfaction• Drive automation, self-service and process optimisation• Analyse service trends and performance data• Maintain service documentation and operational procedures• Produce service performance reporting and management information• Support audit, compliance and operational governanceKey requirements of the IT Service Delivery and Support Manager• Proven experience leading an IT Service Desk, IT Support or Service Delivery team• Strong IT Service Management knowledge• Experience managing incidents, escalations and operational service delivery• Excellent stakeholder management and communication skills• Strong analytical and problem-solving abilities• Experience in a Microsoft-centric technology environment• ITIL certification desirable• Financial services or regulated environment experience desirable• International office support experience desirable• Familiarity with Freshservice, ServiceNow, Jira Service Management or similar desirable• Knowledge of Microsoft 365, Azure, Endpoint Management and Cyber Securityfundamentals desirableApply now to speak with VIQU IT in confidence or contact Donatella Da Silva on the VIQU website.Know someone great for the IT Service Delivery and Support Manager? Refer them and receive up to £1,000 if successful (terms apply).For more roles, follow @VIQU IT Recruitment on LinkedIn