Service Desk Manager - Unified Support - Remote

Overview

The Service Desk Manager manages the daily operations of the service desk team performance, ensuring global customer service standards are maintained and improved.

In Short

• Manage daily operations of the service desk team.
• Ensure global customer service standards are maintained.
• Implement performance metrics and conduct regular assessments.
• Act as an escalation point for service desk issues.
• Coordinate and manage stakeholders effectively.
• Document all processes used by the service desk.
• Market the service desk as a core business asset.
• Manage and develop the service desk team.
• Ensure compliance with regulatory and legal obligations.
• Maintain a positive work environment and culture.

Requirements

• Proven ability in effective people management.
• Experience in enterprise or cloud service delivery.
• Proficiency with ServiceNow or similar ITSM products.
• University qualifications in IT or Business Management.
• ITIL v3/4 foundation certification preferred.
• KCS fundamentals certification valued.
• Fluency in English.
• Strong organizational and problem-solving skills.
• Ability to work in a flexible and remote environment.
• Experience managing 24x7 service desk operations is a plus.

Benefits

• Flexible and hybrid work opportunities.
• Inclusive workplace experiences.
• Opportunity to work in a global, diverse environment.
• Engagement with colleagues to share ideas.
• Support for personal and professional development.