Global IT Service Desk Leader (Cloud-First)

Ioppublishingcareers; West of England; Ibrido; GBP 45.000 - 55.000; Tempo pieno

Vantaggi offerti da questo lavoro

Pension scheme

Discretionary annual bonus

Benefits platform

Flexible hybrid working

Descrizione del lavoro

IOP Publishing is seeking a Global IT Service Desk Manager to lead a cloud-first Service Desk supporting colleagues across the UK, USA, Europe and Asia. You will balance hands-on delivery with strategic development of people, processes and external partners in a 100% cloud-based environment.

You will manage a team of specialists, drive service improvements, and own ITSM processes while maintaining a strong focus on security, reliability and user experience.

Competenze

• Significant experience leading an IT Service Desk, Service Delivery or End User Computing function.
• Experience managing and developing technical support teams.
• Strong supplier and vendor management experience.
• A data-driven approach to performance management and continuous improvement.
• Experience managing major incidents and operational escalations.

Mansioni

• Lead and develop the Service Desk team to deliver a high-quality, customer‑focused support service.
• Managing the performance of external support providers and technology suppliers.
• Acting as the senior escalation point for complex incidents and service issues.
• Driving continual service improvement through data, insight, automation and innovation.
• Owning and improving IT service management processes including incident, request, problem and change management.

Conoscenze

IT leadership

Service Desk management

Supplier management

Data-driven

Incident management

Formazione

ITIL Foundation

Microsoft 365 certifications

Cybersecurity qualifications

Strumenti

HALO ITSM

Azure

Intune

Microsoft 365 Admin

Descrizione del lavoro

IOP Publishing is seeking a Global IT Service Desk Manager to lead a cloud-first Service Desk supporting colleagues across the UK, USA, Europe and Asia. You will balance hands-on delivery with strategic development of people, processes and external partners in a 100% cloud-based environment.

You will manage a team of specialists, drive service improvements, and own ITSM processes while maintaining a strong focus on security, reliability and user experience.