2 дня назад
Service Desk Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Service Desk Manager (IT Service Management): Leading a global Service Desk function and developing teams that deliver IT support to employees worldwide with an accent on service quality, ITIL practices, incident management, and continuous improvement. Focus on managing escalations, optimizing ITSM tools and SLAs, coordinating major incident response, and improving support across global operations.
Location: Birmingham, United Kingdom
Company
is a global assurance provider delivering certification, customized assurance, cybersecurity, inspection, and training services across 150 countries.
What you will do
- Lead the global Service Desk and ensure consistent, high-quality IT support for employees worldwide.
- Manage and develop 3 Service Desk Team Leads and 6 Service Desk Analysts through performance reviews, mentoring, and clear objectives.
- Monitor KPIs and SLAs, improve processes and tools, and implement ITIL best practices.
- Act as an escalation point for major incidents, coordinate resolution with ITSM and other IT functions, and provide out-of-hours incident management on a rota.
- Build stakeholder relationships, provide service performance reporting, and present updates in service review meetings.
- Manage ticketing systems and knowledge bases, and evaluate technologies that improve support and self-service.
Requirements
- At least 5 years of experience managing a global or regional Service Desk function.
- Strong leadership experience managing teams with multiple reporting lines in a medium to large enterprise environment.
- In-depth knowledge of ITIL, preferably ITIL 4, and familiarity with Halo ITSM or comparable enterprise ITSM tools.
- Understanding of Windows, Active Directory, networking, cloud-based solutions, incident management, and root cause analysis.
- Strong communication, analytical, problem-solving, prioritization, and stakeholder management skills.
- Commitment to customer-centric service delivery and safe working practices.
Nice to have
- Experience managing global teams and working across multiple time zones.
- Knowledge of agile and DevOps methodologies in IT operations.
- Microsoft, Cisco, Azure, AWS, or other relevant certifications.
Culture & Benefits
- Work in a global organization focused on service excellence, collaboration, and continuous learning.
- Partner with ITSM, Cyber Security, Infrastructure, and other functions on cross-functional initiatives.
- Contribute to a positive, inclusive, and safe working environment.
- Participate in an out-of-hours major incident management rota.
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