Service Desk Manager

Service Desk Manager

* North London based (Hybrid)

* Permanent, Full-Time

* Salary: Up to £60,000 (depending on experience)

A growing IT services organisation is seeking a Service Desk Manager to lead a global support function, oversee day‑to‑day service delivery, and strengthen the use of Halo ITSM across multiple customers. This role suits someone who has managed a service desk in a fast-paced, multi‑client environment and can bring structure, accountability, and service improvement.

Role Overview:

You'll manage a distributed 1st & 2nd line team, ensure consistent service quality, and take responsibility for how Halo is configured, used, and optimised. The position requires strong operational awareness, clear leadership, and the ability to lift the performance and professionalism of the team.

Key Responsibilities:

* Lead a global 1st & 2nd line support team (approx. 8/9 engineers)

* Oversee daily ticket flow, prioritisation, escalations, and resource planning

* Ensure effective configuration, usage, and reporting within Halo ITSM

* Maintain and improve SLAs, KPIs, customer satisfaction, and service standards

* Introduce or mature ITIL-aligned processes and documentation

* Support onboarding of new clients, services, and workloads

* Work closely with senior technical teams for escalations and change activity

* Identify capability gaps and drive training, coaching, and performance improvement

Essential Experience:

* Strong hands-on experience with Halo (admin, configuration, queues/workflows)

* Previous experience managing a Service Desk or IT support function

* Background in an MSP or multi-customer environment

* Confident with SLAs, reporting, ticket quality, and operational governance

* Demonstrated experience improving processes and raising team performance

* Ability to manage a globally distributed team

Preferred (Not Essential)

* Experience supporting customers in high‑demand industries (e.g., travel, hospitality, logistics)

* Exposure to follow‑the‑sun support structures

* Familiarity with service transition/onboarding activities

Apply with your CV and a short summary of your management experience and Halo exposure.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

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