DO YOU HAVE PROVEN EXPERIENCE MANAGING A HIGH PERFORMING SERVICE DESK/IT SUPPORT TEAM, WITH STRONG KNOWLEDGE OF MICROSOFT TECHNOLOGIES?

London Business School are thrilled to be recruiting for a Service Desk Manager to join Technology on a permanent basis.
The Service Desk Manager is responsible for leading the IT Service Desk team in delivering exceptional 1st and 2nd line support to students, executive education participants, alumni, faculty and staff within a prestigious business school environment. The role ensures the effective operation of IT support services, with a strong focus on customer service and continuous improvement. The postholder will manage a team of c.5 reports.
Please note, this role requires on-site presence at our London Campus a minimum of 4 days per week. The ideal start date for this role would be from August 2025.

Main Responsibilities

• Recruit, mentor and develop a high-performing service desk team.
• Responsible for 1st and 2nd line support for all users, ensuring timely and effective resolution of incidents and service requests.
• Champion a customer-centric approach, ensuring a positive user experience for all stakeholders.
• Manage escalations and complex issues, ensuring swift and satisfactory resolutions.
• Develop and enhance relationships with stakeholders across the School to facilitate improved communication, support implementation of change programmes, and to monitor the level of satisfaction with service delivery.

Who we are looking for

• Proven experience managing a high performing service desk or IT support team, ideally in Higher Education or a comparable environment.
• Strong knowledge of Microsoft technologies (Windows, Office365, Teams, Intune, SharePoint etc).
• ITIL V4 certification desirable, framework knowledge is essential.
• Demonstrable commitment to customer service excellence and continuous improvement.
• Experience with service desk tools (Halo preferred)
• Excellent leadership and team development skills.
• Excellent communication skills with the ability to engage a variety of audiences.
• Ability to manage internal and external stakeholders.

What you can expect from us

• Generous annual leave of 27 days plus extra between Christmas and New Year
• Generous pension package, 14.5% employer contribution (in return for employee enrolment and contribution)
• Free onsite gym and swimming pool
• Amazing range of professional development to support your career path
• Enhanced cycle to work scheme
• Wellbeing offering to support your physical, mental and financial health
• Up to 5 days paid emergency leave for staff who have caring responsibilities for a family member, dependent or friend who is ill.

At London Business School, we support Smart Working - a hybrid approach designed to help you achieve a healthy work-life balance while delivering the best outcomes for your role and the needs of our customers. All roles require a minimum of two days on campus each week to foster a vibrant, collaborative community.

FOR THIS ROLE SPECIFICALLY, YOU WILL BE EXPECTED TO BE ON CAMPUS AT LEAST 4 DAYS PER WEEK.

We operate with ‘core hours’ – 10:00-15:00 – to maximise opportunities for connection and collaboration across teams during the working day. Outside of these hours, you may still be required for meetings or collaboration based on your role and customer needs. Additionally, we offer Protected Time - a flexible, one-hour slot, within the working week dedicated to your learning and development, wellbeing, or focused, quiet work
Our commitment to driving inclusion and belonging
We are a globally reaching institution, committed to creating tangible and sustainable change in driving inclusion & belonging within our School, education and society at large. We are dedicated to creating an environment where everyone in our community feels they belong and thrive. This is a key school priority, and we want everyone who joins LBS to feel respected, welcomed, and heard.
Candidates needing sponsorship should assess their eligibility for a Certificate of Sponsorship by evaluating their circumstances against the relevant criteria before applying
Please note we start screening CVs and interviewing candidates from the start of a campaign. A successful candidate could progress to offer before the advertised closing date. We encourage you to apply as soon as possible if you are interested in any roles.

Main Responsibilities

• Recruit, mentor and develop a high-performing service desk team.
• Responsible for 1st and 2nd line support for all users, ensuring timely and effective resolution of incidents and service requests.
• Champion a customer-centric approach, ensuring a positive user experience for all stakeholders.
• Manage escalations and complex issues, ensuring swift and satisfactory resolutions.
• Develop and enhance relationships with stakeholders across the School to facilitate improved communication, support implementation of change programmes, and to monitor the level of satisfaction with service delivery