Global IT Service Desk Manager

John Menzies; City of Edinburgh; On-site; GBP 60,000 - 90,000; Full time

Job summary

Menzies Aviation, a global aviation logistics partner, seeks a Global IT Service Desk Manager to lead a 24/7 service desk across Edinburgh and Pakistan. You will manage incidents, requests and escalations, ensure adherence to SLAs, and drive continual service improvement while aligning with business needs.

You will supervise distributed teams, maintain knowledge articles, and collaborate with IT and business stakeholders to deliver a consistent, professional service experience across regions.

Qualifications

• Strong understanding of global service desk operations, including 24/7 support models and remote team leadership.
• Excellent communication, influencing and stakeholder management with technical teams, users and suppliers.
• Strong knowledge of ITIL disciplines: incident, request, problem, change, knowledge and continual improvement.
• Ability to promote the value of the Global Service Desk and drive standard processes and tools.
• Experienced service desk leader with multi-region experience in a large, complex organisation.

Responsibilities

• Own end-to-end management of incident, request and escalation processes within SLAs and targets.
• Lead and develop Global Service Desk teams in Edinburgh and Pakistan as a cohesive unit.
• Ensure service desk processes, knowledge articles and documentation are accurate and followed.
• Identify, deliver and track Service Improvement Plans to realise benefits.
• Monitor performance with SLAs, KPIs and dashboards to drive accountability and improvement.

Skills

Global service desk operations

Communication & stakeholder mgmt

ITIL service management

Service improvements

Leadership of global teams

Job description

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.

But at the heart of our business is our people.

Role Purpose

The role holder will be part of the IT function and will be responsible for leading and managing the Global Service Desk, ensuring the effective delivery of 24/7 IT support services across all regions. The Global IT Service Desk Manager will ensure incidents, service requests and escalations are handled efficiently, consistently and within agreed service levels, with a strong focus on customer satisfaction, operational performance and continual service improvement.

The role holder will lead and manage the Global Service Desk, comprising teams based in Edinburgh and Pakistan, and will be accountable for implementing the strategy, standards, processes and procedures required to deliver a high-performing global service. The role holder will work closely with internal IT teams, business stakeholders and third-party suppliers to ensure the service desk remains aligned to business needs and delivers a consistent, professional service experience.

What you will be doing

• Own the end-to-end management of incident, request and escalation processes, ensuring tickets are prioritised, progressed and resolved within agreed SLAs and operational targets.


• Directly manage, lead, develop and motivate the Global Service Desk teams based in Edinburgh and Pakistan, ensuring they operate as one cohesive virtual team with shared objectives, consistent ways of working and a strong, unified service culture.


• Ensure all service desk processes, procedures, knowledge articles and operational documentation are accurate, accessible, consistently followed and regularly reviewed.


• Identify, recommend and deliver Service Improvement Plans, ensuring agreed actions are tracked through to completion and benefits are realised.


• Monitor and report on Service Desk performance through SLAs, KPIs, customer satisfaction measures, ticket trends, backlog management and operational dashboards, using insight to drive accountability and performance improvement.

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• Strong understanding of global service desk operations, including 24/7 support models, remote team leadership, service transition, operational governance and continual improvement.


• Excellent communication, influencing and stakeholder management skills, with the ability to engage effectively with technical teams, business users, senior stakeholders and third-party suppliers.


• Strong knowledge of ITIL service management disciplines, including incident, request, problem, change, knowledge and continual improvement practices.


• Ability to promote the value of the Global Service Desk, advocate for appropriate resources and drive adoption of standard processes, tools and support channels.


• Experienced service desk leader with demonstrable experience managing a global or multi-region service desk environment, ideally within a large-scale, complex and diverse organisation.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity.

We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented.

Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.