IT Service Desk Manager, IT

London, England, United Kingdom

1/13/2025

The role of IT Service Desk Manager is to ensure the IT Service Desk team provide an outstanding service to colleagues at Forsters, dealing with incidents and requests, escalating as required. The role encompasses both 1st and 2nd line activities, in an environment where personal development of technical understanding is encouraged.

The Main Responsibilities Of The Role Include

• Leading by example and inspiring others in the team to harmonious success to meet agreed service levels, including recruitment, appraisal and personal development for team members.
• Takes full responsibility for the management and performance of the service desk function and management of the staff. Accountable for maintaining shift rotas. Monitors performance, analyses metrics, resolves issues in the team.
• Responsible for resolution of incidents where possible, aiming to achieve a high first time fix rate. Coordinates the escalation to Systems Team or third parties as necessary. Deputises for IT Senior Manager on Major Incidents
• Assists with the specification, development, research and evaluation of services standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.
• Make recommendations and own specific actions in Service Improvement Plans and ensure actions are followed through by team members to completion in a timely manner.
• Monitors the quality of support documentation and identifies where changes or more documentation is required.
• Controls IT assets, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out. Produces and analyses registers and histories of authorised assets and verifies that all these assets are in a known state and location. Acts to highlight and resolve potential instances of unauthorised assets such as unlicensed copies of software.
• Proactively looks for improvement areas as part of continuous improvement process.
• Works with project managers ensuring smooth transition from projects to business as usual .
• Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
• Promotes and ensures use of appropriate techniques, methodologies and tools.
• Any other ad hoc projects as required.
  
  

The salary on offer is competitive. There will be a salary review in June 2025, plus a comprehensive benefits package and the opportunity to work in a firm that is well known for its strong and collaborative culture. In addition, Forsters has in place a highly regarded Agile Framework that supports all staff to achieve their best. As a firm, we live our values and would encourage all applicants to read up on them.

We are looking to conduct a 2 stage hiring process for this role with the initial stage being an online Teams meeting and the final stage being a face to face interview in our Baker Street office.

A detailed job description can be found here, if needed we can provide specific detail on the composition of the team, our expectations around Agile working, details of our HR policies and any other aspect of our benefits package.

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