IT Service Desk Manager

IT Service Desk Manager for a Not for Profit client.

This is a 5 month initial Fixed Term Contract paying a salary for 50k, possibly slightly higher for an outstanding candidate. Candidates will need to be able to demonstrate strong experience in similar roles previously, obtained in the not for profit sector, and be available immediately to start.

Location: Based in London 2-3 days a week.

The role:

This is a practical, hands-on role for someone who is comfortable working in an environment where not everything is documented or fully defined. The postholder will manage the ICT Support Analyst and provide first-line support when required, but the role is not primarily about processing a high volume of tickets.

We need someone who will investigate problems properly, spot where things could work better and take the initiative to improve them. They will work closely with the Tech Lead as organisation strengthens its IT service and establishes clearer processes, responsibilities and ways of working.

Key duties include:

Technical support and troubleshooting. Take ownership of second-line and more complex technical issues, investigating problems thoroughly and driving them through to resolution.

Service improvement. Proactively identify recurring issues, gaps and inefficient processes, and put practical improvements in place rather than relying on short-term workarounds.

Technical documentation. Build and maintain clear, useful documentation covering systems, processes, common issues and support procedures.

Service Desk support. Provide first-line IT support when required, particularly during busy periods, absence or more complex incidents.

People management. Line manage and support the ICT Support Analyst, providing clear priorities, regular feedback, coaching and practical technical guidance.

Incident and problem management. Coordinate the response to significant or recurring incidents, identify root causes and make sure lessons lead to lasting improvements.

Technical ownership. Take day-to-day ownership of agreed areas of the IT environment, working with the Tech Lead to clarify responsibilities and reduce reliance on individual knowledge.