Support escalation engineer Work, Jobs in Ruislip, Gtl (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
7d
3rd Line Support Engineer
Metropolitan Thames Valley —London
- £44,997 - £47,365 a year
- Full-time
- Microsoft Office
Quick apply
Support Engineer
Alianza, Inc. —London
- Full-time
- Customer service
- Mentoring
- Communication skills
Quick apply
Entry Level Support Engineer
OSTTRA —London
- Full-time
- Computer Science
- Windows
- Bachelor's degree
- Annual leave
Quick apply
Technical Support Engineer
DoorDash USA —London
- Remote
- Salesforce
- Analysis skills
- Mentoring
Quick apply
6d
Operations Support
Simple Machines —London
- Full-time
- Hybrid work
Quick apply
Associate Support Engineer
SilverRail —London
- Hybrid work
- SQL
- APIs
- IT
- Employee discount
Quick apply
5d
Staff Support Engineer
CircleCI —London
- £85,000 - £107,000 a year
- Remote
- Azure
- DevOps
- Master's degree
Quick apply
Technical Support Engineer
Gigs —London
- £70,000 - £100,000 a year
- Travel
- APIs
- Communication skills
Customer Support Manager
WeMaintain —London
- £50,000 - £60,000 a year
- Hybrid work
- Maintenance
- Contracts
- Leadership
Quick apply
3rd Line Support Engineer
Elevate Technology Group —London
- £45,000 - £50,000 a year
- Hybrid work
- Azure
- SharePoint
- Communication skills
Principal Data Engineer
Eckoh —Hemel Hempstead
- From £75,000 a year
- Full-time
- Hybrid work
- SQL
- AWS
- AI
- Free parking
- Work from home
Quick apply
12d
Building Services Engineer Lead (West and North West London)
Acorn —Rickmansworth
- Up to £49,000 a year
- Overtime
- Mentoring
- Organisational skills
- Leadership
7d
Field Service Engineer (Midlands)
Bio-Rad Laboratories —Watford
- Full-time
- Hybrid work
- English
- Microsoft Office
- Travel
- Free parking
- Work from home
Application Support Engineer, UK, OEX
Crypto.com —London
- Weekend availability
- Remote
- DevOps
- English
- Java
Quick apply
Junior IT Engineer
Parry Street Tech —London
- From £26,500 a year
- Full-time
- Azure
- English
- IT
Quick apply
2d
Founding Customer Success Manager
GP Automate —London
- £55,000 - £60,000 a year
- Full-time
- Hybrid work
- Sales
- GP surgery experience
- Driving
Quick apply
11d
Operations Manager
The Well Group Limited —London
- £45,000 - £60,000 a year
- Full-time
- Management
- Contracts
- In-person
- Gym membership
- Referral programme
Quick apply
On-Site 1st/2nd Line Support Technician
Converge Technology Solutions —Hemel Hempstead
- £32,995 a year
- Full-time
- Software troubleshooting
- Customer service
- Windows
Senior IT Support Engineer
InfoTrack —Woking
- Full-time
- Hybrid work
- Azure
- Management
- Mentoring
- Annual leave
- Flexitime
Quick apply
2d

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IT Service Desk Manager

APCOA PARKING (UK) LTD -
Uxbridge

Quick apply

Job details

£50,000 a year
7 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

support escalation engineer jobs in ruislip, gtl

IT Service Desk Manager

3rd Line Support Engineer

Support Engineer

Entry Level Support Engineer

Technical Support Engineer

Operations Support

Associate Support Engineer

Staff Support Engineer

Technical Support Engineer

Customer Support Manager

3rd Line Support Engineer

Principal Data Engineer

Building Services Engineer Lead (West and North West London)

Field Service Engineer (Midlands)

Application Support Engineer, UK, OEX

Junior IT Engineer

Founding Customer Success Manager

Operations Manager

On-Site 1st/2nd Line Support Technician

Senior IT Support Engineer

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