Overview
We are seeking an experienced Service Desk Manager to lead a busy 1st Line Service Desk within a large enterprise technology function. In this hands-on leadership role, you will focus on enhancing service quality, operational efficiency, and customer support, while collaborating with senior technology leaders to deliver continuous improvements across various aspects of service operations.
Responsibilities
- Lead the day-to-day operation of a large-scale 1st Line Service Desk.
- Improve SLA, XLA, CSAT, and First Contact Resolution performance.
- Optimise ticket triage, routing, and request fulfilment processes.
- Drive self-service, automation, and shift-left initiatives.
- Own service reporting, operational metrics, and continual improvement activities.
- Improve knowledge management and reduce recurring incidents.
- Lead and develop Service Desk Team Leaders and Analysts.
- Support Major Incident response and service recovery activities.
Requirements
- Proven experience leading enterprise-scale Service Desk operations supporting thousands of users.
- Strong knowledge of ITIL Service Management principles.
- Experience with ITSM platforms such as ServiceNow, Freshservice, or Jira Service Management.
- Strong skills in operational reporting and KPI management.
- Experience in Continual Service Improvement (CSI) and Request Fulfilment.
- Background in managing Service Desk transformation or operational improvement programmes.
- Ability to build and lead high-performing support teams.
- Experienced in Major Incident Management and working with suppliers and stakeholders.