5 часов назад
Service Desk Ops 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 Ops Manager (ITSM/ITIL): Leading and managing an IT Service Management Service Desk operation with an accent on SLA compliance, customer experience, continual service improvement, and team development. Focus on governing ITIL processes, using automation and AI to improve self-service, managing service performance, and building reliable support operations.
Location: London, United Kingdom; onsite 5 days per week. Must have the right to work in the UK and meet applicable UK Government and contractual personnel security and residency requirements; nationality requirements may apply.
Company
provides technology services and IT support solutions for enterprise and government customers.
What you will do
- Lead end-to-end Service Desk operations and ensure SLA and KPI compliance.
- Monitor service performance, produce operational reports, manage escalations, and conduct stakeholder service reviews.
- Govern ITIL 4 practices including Incident, Request, Knowledge, Problem, and Service Request Management.
- Drive customer experience improvements through feedback analysis, journey mapping, communication strategies, and Voice of the Customer programmes.
- Lead continual service improvement, root cause analysis, shift-left initiatives, automation, AI, and self-service adoption.
- Manage Service Desk personnel, workforce planning, recruitment, performance, development, quality assurance, and supplier relationships.
Requirements
- Must work onsite in London five days per week.
- Must have the right to work in the United Kingdom and meet applicable UK Government and contractual personnel security and residency requirements.
- Experience leading Service Desk analysts and team leads in 24/7 or extended-hours operations.
- Knowledge of ITIL 4 processes, service-level management, incident escalation, business continuity, and disaster recovery.
- Experience with ITSM platforms, self-service portals, knowledge bases, telephony or ACD systems, and service automation.
- Strong capabilities in stakeholder management, customer communication, performance reporting, budgeting, and people development.
Culture & Benefits
- Inclusive workplace with support for diverse, underrepresented, and neurodivergent candidates.
- Reasonable adjustments are available throughout the hiring process.
- In-person collaboration is prioritised, with flexibility intended to support wellbeing, productivity, individual work styles, and life circumstances.
- Focus on employee wellbeing, recognition, continual improvement, and a high-performance team culture.
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