It service desk lead Work, Jobs in London (with Salaries)

Head of IT Service Desk
Arrow Global —London
- Full-time
- Hybrid work
- Continuous improvement
- Team management
- Travel
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9d
IT service desk and support manager
The Princess Alexandra Hospital NHS Trust —Harlow
- £49,387 - £56,515 a year
- Continuous improvement
- Training & development
13d
Service Desk Analyst
Tony Blair Institute for Global Change —London
- Full-time
- Communication skills
2nd Line Service Desk Engineer Level 2.
Total IT Technology Solutions Ltd —London
- £32,000 - £36,000 a year
- Full-time
- Software troubleshooting
- Customer service
- Microsoft Office
- Annual leave
- Referral programme
Quick apply
12d
IT & Helpdesk Manager - Panavision London
Panavision —London
- Weekend availability
- Bachelor's degree
- No degree
- Travel
Quick apply
8d
Service Desk Ops Manager
DXC Technology —London
- Continuous improvement
- Recruiting
- Training & development
6d
Service Desk Manager
Redsquid Communications —London
- Full-time
- Continuous improvement
- Team management
- Contracts
Quick apply
Head of Corporate IT & Technology Solutions
Dotdigital —London
- Full-time
- Hybrid work
- Recruiting
- Leadership
- Communication skills
- Sick pay
Salesforce Administrator & Service Desk Lead
Triple Point —London
- Salesforce
- Financial services
- AI
Customer Experience and Operations Manager
Love Velo —Holborn
- £35,000 - £40,000 a year
- Full-time
- CRM software
- Management
- Customer service
- Store discount
- Annual leave
Quick apply
1d
Executive Assistant and Office Manager
Healthxchange —London
- Microsoft Powerpoint
- Microsoft Outlook
- Research
- Annual leave
- Employee discount
End User Support Analyst
Clarksons —London
- Weekend availability
- Microsoft Office
- Continuous improvement
- Computer networking
Global IT Senior Director - Platform Team Lead, Developer Experience
Boston Consulting Group —London
- Full-time
- Agile
- AI
- Leadership
Managed Services - First Line Support Team Lead
HSO Group B.V. —London
- Weekend availability
- Continuous improvement
- POS
- Organisational skills
Quick apply
Library Assistant (User Services)
Imperial College London —South Kensington
- £38,608 - £41,666 a year
- Weekend availability
- Microsoft Excel
- Microsoft Outlook
- Databases
- Annual leave
14d
Technical Operations Team Leader
University College London —London
- £54,931 - £64,644 a year
- Full-time
- Hybrid work
- Continuous improvement
- Team management
- Leadership
- Annual leave
- Employee assistance programme
2d
D2C Head of Customer Experience
Elavate —London
- £40,000 - £55,000 a year
- Hybrid work
- Team management
- Training & development
- Leadership
Major Incident Manager
Bell Integration United Kingdom —London
- Analysis skills
- Communication skills
Quick apply
Lead M365 Adoption & Support Specialist
Birkbeck University of London —London
- £51,713 - £60,858 a year
- Full-time
- University
- SharePoint
- AI
- Annual leave
5d
Associate Data Analyst
CDP Global —London
- £27,265 - £34,082 a year
- Hybrid work
- English
- Product management
- Agile
- Employee assistance programme

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Head of IT Service Desk

Arrow Global -
London

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Job details

Permanent | Full-time
9 days ago

Qualifications

IT team management
Stakeholder liaison
IT service management
Continuous improvement
Continuous improvement cycles oversight
Team management
Technology leadership experience
Information technology team management
Cybersecurity
Operations leadership experience

Full job description

Description

We are recruiting a Head of IT Service who will be responsible for the design, delivery, and continual improvement of IT services across six locations.

Leading a geographically distributed team, this role sets the standard for service quality, colleague experience, and operational excellence — ensuring technology enables the business to perform at its best.

This is a hands-on leadership role that balances strategic thinking with practical delivery, building a high-performing team whilst maintaining a genuine focus on the end-user experience for all colleagues, from first-line staff to senior Executives and Executive Assistants.

We would be open to applications from either London or Manchester as this position has responsibility over both, alongside occasional travel to international offices where required.

Key Responsibilities

Own end-to-end IT service delivery across six global sites (London, Manchester, White Plains, Luxembourg, Jersey, Dubai), ensuring consistent standards and a white-glove support experience for Executives and EAs.
Lead and develop the London and Manchester IT teams, setting performance objectives, coaching direct and indirect reports, and driving a culture of ownership and customer focus.
Drive continual service improvement — championing ticket quality, building self-service capability, and owning service management tooling to deliver meaningful KPIs and MI.
Manage stakeholder relationships across all sites, acting as the primary escalation point for major incidents and representing IT Service at senior governance and leadership forums.
Embed a security-first culture, supporting the cyber security agenda, overseeing compliance checks, and ensuring colleagues are well-supported on phishing, MFA, and security hygiene.
Own the patch management schedule across devices and infrastructure, balancing security compliance with minimal business disruption.
Manage the IT Service budget and vendor contracts, ensuring value for money, accurate asset/licence records, and well-evidenced investment cases.
Lead the IT workstream for the upcoming London office move, partnering with Facilities to ensure a seamless day-one experience.

Skills, Knowledge & Expertise

Proven experience in a senior IT service management or IT operations leadership role, ideally in a multi-site, international environment.
Track record of leading and developing IT support teams, including remote or geographically dispersed staff.
Strong knowledge of ITIL principles and experience applying them in a practical, pragmatic way.
Demonstrable experience managing IT service budgets, vendor relationships, and commercial contracts.
Experience implementing or improving self-service and knowledge management capabilities.
Good working knowledge of cyber security fundamentals, patch management, and compliance requirements.
Confident communicator with the ability to engage credibly from first-line staff to Board-level Executives.
Experience supporting Executive-level users and understanding the heightened expectations this requires.

About Arrow Global Group

Great talent comes in many forms, and we’re committed to building a diverse and inclusive team. Whilst a number of our roles do require specific qualifications and experience, and industry knowledge, we also value potential, unique perspectives, and transferable skills. If you’re excited about this opportunity but don’t meet every requirement, we’d still love to hear from you.

We occasionally collaborate with recruitment agencies to fill niche or specialist roles. However, we do not accept agency terms or pay fees for speculative CVs submitted directly to our hiring managers or outside our Applicant Tracking System.

If you are a recruitment agency interested in partnering with us for candidate supply, please reach out to [email protected]

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Refine Your Search

it service desk lead jobs in london

Head of IT Service Desk

IT service desk and support manager

Service Desk Analyst

2nd Line Service Desk Engineer Level 2.

IT & Helpdesk Manager - Panavision London

Service Desk Ops Manager

Service Desk Manager

Head of Corporate IT & Technology Solutions

Salesforce Administrator & Service Desk Lead

Customer Experience and Operations Manager

Executive Assistant and Office Manager

End User Support Analyst

Global IT Senior Director - Platform Team Lead, Developer Experience

Managed Services - First Line Support Team Lead

Library Assistant (User Services)

Technical Operations Team Leader

D2C Head of Customer Experience

Major Incident Manager

Lead M365 Adoption & Support Specialist

Associate Data Analyst

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