IT Service Desk Manager
DLA Piper
full-time
Posted on:
Location Type: Office
Location: United Kingdom
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Tech Stack
About the role
- Lead the delivery of 24/7 customer-centric IT support through a global, multi-channel service desk
- Ensure seamless service delivery by managing a team of time zone managers
- Drive the adoption of digital, self-service, and automated technologies to enhance customer experience
- Focus on continuous service improvement and building strong stakeholder relationships
- Establish and maintain robust methods, procedures, and governance for Service Desk operations
- Actively identify and implement Service Desk modernization opportunities
- Track and monitor service delivery performance across all channels
- Prepare and present operational performance reports for management and customers
- Drive adoption of new technologies, including Generative AI
Requirements
- Significant experience in people management
- Demonstrated experience managing international IT service operations across multiple regions
- Understanding of Microsoft 365 (M365) concepts
- Familiarity with Contact Center solutions such as Five9, 8x8, or Cisco Webex
- Good knowledge of ITIL processes
- Passionate about proactive support solutions
- Familiarity with ITSM platforms, preferably ServiceNow
- Exceptional business relationship management skills
- Strong analytical, critical thinking, and problem-solving skills
- Highly effective written and verbal communication skills
Benefits
- Inclusion and positive social impact
- Commitment to accessibility and reasonable adjustments in recruitment process
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service operationsITIL processesMicrosoft 365Contact Center solutionsServiceNowGenerative AI
Soft skills
people managementbusiness relationship managementanalytical skillscritical thinkingproblem-solvingwritten communicationverbal communication