Service Desk and Operations Manager - Remote

Overview

The Service Desk and Operations Manager will oversee the customer support function, ensuring a high-quality support experience while helping scale the Service Desk capability.

In Short

• Responsible for managing the day-to-day operations of the Service Desk.
• Act as the escalation point for complex support issues.
• Improve visibility and consistency across support processes.
• Build relationships across Customer Success, product, and engineering teams.
• Monitor KPIs and drive continuous improvement initiatives.
• Develop documentation and training materials for support processes.
• Lead incident response for major issues and ensure effective client communication.
• Act as a subject matter expert across the product suite.
• Support the maturation and scalability of the Service Desk function.
• Contribute to tooling and service design decisions.

Requirements

• Experience in a Service Desk or technical support role.
• Strong problem-solving skills and ability to manage complex issues.
• Excellent communication skills with technical and non-technical stakeholders.
• Ability to work cross-functionally with product and engineering teams.
• Experience creating documentation and training materials.
• Client-facing experience and relationship management skills (nice to have).
• Familiarity with incident and problem management practices (nice to have).
• Experience with support tools like Jira or Zendesk (nice to have).
• ITIL Foundation or a desire to attain it (desirable).
• Experience in a SaaS or technology environment (desirable).

Benefits

• Private healthcare after probation.
• Company pension scheme.
• Hybrid working model.
• 25 days holiday.
• Volunteering Leave.
• Free flu jab for you and your family.