Service Desk Manager – Central London

  • Job Reference: NJ0006
  • Date Posted: 7 June 2024
  • Recruiter: Nexus Jobs
  • Location: Central London
  • Salary: £25,000 to £35,000
  • Sector: I.T. & Communications
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Jas Gujral
  • Email:
  • Telephone: 020 7488 6900

Job Description

Our Client is a retail technology software company.

They are urgently looking to recruit a Service Desk Manager with at least 3 to 5 years commercial helpdesk support experience.

Key skills required:

  • Supporting various teams across the CS Department and the Company to ensure the highest quality of service to our Customers – both internal and external.
  • Overall ticket workflow management and ownership, including 1st line triage and escalation of tickets to 2nd and 3rd line.
  • Troubleshooting, fault diagnosis and providing resolution to customer issues as appropriate.
  • Processing all enquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle.
  • Implementation of ITIL processes for Incident, Problem, and Change Management to introduce operational efficiencies and better support our Customers.
  • Monitoring agreed SLA's and ensuring daily/weekly targets are met Reporting on SLA targets, numbers and types of requests Maintain a sense of humour whilst working in a fast-paced dynamic team!

Essential Skills …
At least 2+ years of experience in a customer facing Service Desk role , ideally in a SaaS environment within the Internet industry.

  • Working knowledge and experience of ITIL Service Management concepts, and how these are applied to the everyday issues which typically arise.
  • Demonstrable experience using front-end ticketing systems such as FreshDesk/Service, ZenDesk or similar.
  • Excellent working knowledge of Microsoft Office, particularly Excel, as well as web browsers and Internet applications.
  • Understanding of tracking tags and a basic understanding of web languages including HTML, JavaScript, XML a major bonus.
  • Demonstrable experience at working both independently and in a team-oriented, collaborative, customer facing environment


Based in Central London.

The salary for this role will be £25K - £35K.

Please send your CV to us in Word format.