Service Desk Manager

Service Desk Manager focuses on ensure effective triage, escalation, ticket hygiene, sla compliance, and operational kpis.

What the role involves

• Ensure effective triage, escalation, ticket hygiene, SLA compliance, and operational KPIs.
• Driving continuous improvement in incident handling and classification.
• Coordinating Major Incident processes and bridge calls with Service Desk Managers (SDMs).
• Prepare Post-Incident Reports, and track corrective actions.
• Managing monthly SLA and incident reports ensuring accuracy and contractual alignment.
• Analysing trends and incidents to drive service improvements.

Skills and requirements

• With over 35 years of experience and systems deployed in more than 200 cities worldwide, we take a modular approach to integrate various partners and technologies, creating best-in.
• 3 years leading distributed or global Service Desks with expertise in managing Major Incidents within SLA-driven, ITIL-based environments.
• Proven ability in enhancing Service Desk maturity (L1/L2) and integrating AI for proactive IT solutions.
• Skilled in service performance analysis, KPI reporting, monitoring, alert management, and maintaining ticket quality.

Confirmed role details

• Lead UK and US Service Desk teams, managing performance, mentoring, and capability growth.
• Standardise global processes, expand L1/L2 skills.
• Manage shifts, and foster a customer-focused culture.
• A supportive culture with great on-site offices.

Candidate fit

• patience, troubleshooting discipline, clear communication, and accurate ticket handling

Additional role context

• Our dynamic team consists of over 450 dedicated professionals across 12 offices globally, spanning APAC, Europe, and North America.
• If you are motivated by the opportunity to make a significant impact, this is your chance to excel.