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

IT Service Desk Manager
APCOA PARKING (UK) LTD —Uxbridge
- £50,000 a year
- Hybrid work
- Analysis skills
- Computer networking
- IT
- Annual leave
- Employee discount
Quick apply
3d
IT Service Desk Apprentice
Loaf —London
- Hybrid work
- Analysis skills
- Travel
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
8h
Tech Lead, Service Desk
Norstella —London
- Full-time
- Azure
- Analysis skills
- IT
- Annual leave
Customer Service Desk Shift Lead
VIRTUS Data Centres —West Drayton
- 12 hour shift
- Microsoft Office
- IT
- Communication skills
5d
Customer Experience Manager
BidvestNoonan —London
- £42,000 a year
- Full-time
Quick apply
11d
Service Desk Technician L2
Milestone Technologies, Inc. —London
- Monday to Friday
- Customer service
- IT
PRINCIPAL LEAD - IT SERVICE PERFORMANCE & OPERATIONS
Laing O'Rourke —Dartford
- IT
- Leadership
3d
Service Desk Analyst
Sysco —Hemel Hempstead
- Full-time
- Bilingual
- Customer service
- English
Communication and Information Systems Desk Officer (CIS DO)
The Council of Reserve Forces' and Cadets' Association —London
- £30,740 a year
- Full-time
- Travel
- Organisational skills
- IT
Quick apply
5d
Junior IT Operations Analyst
Marylebone Cricket Club —London
- Weekend availability
- Azure
- Customer service
- Windows
Senior Service Desk Analyst
Ki —London
- Hybrid work
- Azure
- Customer service
- Computer networking
Quick apply
IT Support Analyst
University of the Arts London —London
- £34,436 - £41,196 a year
- Full-time
- Hybrid work
- IT
- In-person
- School
Helpdesk Co-Ordinator
InPost UK —Hemel Hempstead
- Hybrid work
- Customer service
- Communication skills
- Time management
- Annual leave
Quick apply
10d
End User Support Analyst
Clarksons —London
- Weekend availability
- Maintenance
- Windows
- Microsoft Office
5d
Digital Operations Controller
Sky —London
- Full-time
- Hybrid work
- Microsoft Excel
- Management
- Travel
- Free parking
- Employee discount
IT Implementation Specialist
Multiverse —London
- Full-time
- Hybrid work
- PMP
- Agile
- Gym membership
- Life insurance
Quick apply
8d
Customer Experience Specialist, SMB
NAVEX —London
- £45,000 a year
- Full-time
- Hybrid work
- Communication skills
IT Systems Specialist
Silver Birch Care Holdings —London
- £33,000 - £36,000 a year
- Windows
- Computer networking
- IT
- Employee assistance programme
- Referral programme
2d
Senior Manager - Technology
Zone Kon —East London
- £34,886.76 - £96,720.30 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Gym membership
Quick apply
8h
Head of Corporate IT & Technology Solutions
Dotdigital —London
- Full-time
- Hybrid work
- Azure
- Customer service
- IT
- Sick pay

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IT Service Desk Manager

APCOA PARKING (UK) LTD -
Uxbridge

Quick apply

Job details

£50,000 a year
3 days ago

Benefits

Annual leave
Company pension
Employee discount

Qualifications

Jira
ITIL Certification
Technical support
Analysis skills
Zendesk
IT support
Computer networking
ServiceNow
IT
Problem management
Communication skills

Full job description

The Role

IT Service Desk Manager

Hybrid Working – Uxbridge - £50K per year

At APCOA, we're not just managing parking we're shaping the future of urban mobility. As technology continues to play an increasingly important role in our business, we're looking for an experienced and proactive IT Support/Service Desk Manager to lead our Service Desk function and help deliver an exceptional support experience for both our colleagues and clients across the UK.

This is a fantastic opportunity for a people-focused leader who thrives on driving service excellence, improving processes, and developing high-performing teams. You'll play a key role in ensuring our IT support operation runs efficiently, identifying opportunities for improvement, and helping to shape the future of IT service delivery within a fast-paced and growing organisation.

Working closely with the Head of IT and Infrastructure Manager, you'll be responsible for leading our Service Desk team, improving operational performance, and ensuring we consistently deliver a first-class support service.

What You'll Do

Lead and Develop the Service Desk Team

Manage, mentor, and develop a team of 1st and 2nd Line Support Engineers.
Create a positive, collaborative, and high-performing team culture.
Conduct regular coaching, performance reviews, and development planning.
Ensure appropriate resource planning and support coverage across operational hours.

Drive Service Excellence

Oversee the day-to-day operation of the IT Service Desk.
Ensure support requests are prioritised, managed, and resolved within agreed service levels.
Monitor ticket queues, escalations, and workloads to ensure efficient service delivery.
Maintain high levels of customer satisfaction across internal stakeholders & external clients.

Improve Performance and Reduce Recurring Issues

Analyse data to identify trends, recurring incidents and opportunities for improvement.
Work closely with technical teams to investigate root causes and implement long-term solutions.
Drive problem management initiatives that reduce repeat incidents and improve user experience.
Monitor and report on key performance indicators, service levels, and operational metrics.

Innovate and Optimise

Continuously review and improve Service Desk processes, workflows, and ways of working.
Introduce new technologies, automation tools and AI-driven solutions to improve efficiency and service quality.
Champion best practice and support the ongoing maturity of IT service management.

Build Strong Relationships

Act as a key escalation point for support-related issues.
Lead stakeholder meetings and client service reviews.
Work closely with internal departments and external clients to understand requirements and deliver excellent service.
Communicate service performance, improvement plans, and key updates effectively.

What You'll Bring

Proven experience managing an IT Service Desk, Helpdesk, or IT Support function.
Experience leading and developing technical support teams.
Strong understanding of IT support processes, ticketing systems, and service management principles.
Excellent analytical skills with the ability to interpret data and identify improvement opportunities.
Strong problem-solving and decision-making capabilities.
Exceptional communication and stakeholder management skills.
A customer-focused mindset with a passion for service excellence.
Experience working within a multi-site or client-facing environment.

It Would Be Great If You Also Have

ITIL Foundation certification (or higher).
Experience within a managed service or customer-facing IT environment.
Knowledge of infrastructure, networking, cloud technologies, and modern workplace solutions.
Experience using service management platforms such as Zendesk, ServiceNow, Freshservice, or Jira.
Exposure to automation technologies, data analytics, or artificial intelligence tools.

Why Join APCOA?

At APCOA, you'll join a business that is investing in technology, innovation, and digital transformation. You'll have the opportunity to influence how IT services are delivered across the organisation, work with talented colleagues, and make a real impact on both operational performance and customer experience. In return, we offer a supportive environment where your ideas are valued, your development is encouraged, and your contribution genuinely makes a difference.

What We Offer

Competitive salary £50,000 per annum
Hybrid working
25 days annual leave plus bank holidays
Pension scheme
Employee discount benefits
Ongoing training and development opportunities
The opportunity to be part of a growing and innovative organisation

If you're an experienced IT Support Manager looking for your next challenge and want to play a key role in driving service excellence within a technology-focused business, we'd love to hear from you.

Apply today and help shape the future of APCOA's IT services.

Quick apply

Refine Your Search

it service desk lead jobs in london

IT Service Desk Manager

IT Service Desk Apprentice

Tech Lead, Service Desk

Customer Service Desk Shift Lead

Customer Experience Manager

Service Desk Technician L2

PRINCIPAL LEAD - IT SERVICE PERFORMANCE & OPERATIONS

Service Desk Analyst

Communication and Information Systems Desk Officer (CIS DO)

Junior IT Operations Analyst

Senior Service Desk Analyst

IT Support Analyst

Helpdesk Co-Ordinator

End User Support Analyst

Digital Operations Controller

IT Implementation Specialist

Customer Experience Specialist, SMB

IT Systems Specialist

Senior Manager - Technology

Head of Corporate IT & Technology Solutions

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