Service Desk Ops Manager

Location: London, onsite 5 days per week. Candidates must have the right to work in the United Kingdom and meet applicable UK Government and contractual personnel security and residency requirements; some roles may have nationality requirements.

Company

hirify.global delivers IT services and support while promoting inclusive, accessible workplaces and in-person collaboration.

What you will do

• Lead end-to-end Service Desk operations and maintain SLA and KPI performance across FCR, AHT, CSAT, NPS, abandonment rates, and ticket volumes.
• Manage incident escalations, major incident support, service reviews, operational reporting, budgets, suppliers, and Service Desk business continuity and disaster recovery.
• Govern ITIL 4 practices, including Incident Management, Request Fulfilment, Knowledge Management, Problem Management, Change Enablement, and Service Catalogue management.
• Improve customer experience through feedback analysis, customer journey mapping, stakeholder engagement, complaint resolution, communication planning, and Voice of the Customer programmes.
• Lead continual service improvement using trend analysis, root cause analysis, shift-left strategies, automation, AI, self-service, and ROI tracking.
• Lead, coach, and develop 15–50+ Service Desk Analysts and Team Leads, managing workforce planning, shift scheduling, quality assurance, recruitment, performance, and development.

Requirements

• Experience leading IT Service Management Service Desk operations and delivering against SLAs and KPIs.
• Strong knowledge of ITIL 4 practices, service reporting, incident escalation, problem management, and continual service improvement.
• Experience managing Service Desk teams, workforce planning, extended-hours or 24/7 operations, quality assurance, and performance development.
• Experience with ITSM platforms, self-service portals, knowledge bases, virtual agents or chatbots, telephony/ACD systems, and service automation.
• Right to work in the United Kingdom and eligibility to meet applicable UK Government and contractual personnel security and residency requirements.
• Ability to manage customer and stakeholder relationships, budgets, suppliers, data protection compliance, and service improvement initiatives.

Culture & Benefits

• Inclusive and supportive environment with reasonable adjustments throughout the hiring process.
• Focus on in-person collaboration with flexibility to support wellbeing, productivity, individual work styles, and life circumstances.
• Commitment to diversity, inclusion, accessibility, and employee wellbeing.