Global Service Desk Leader | Incident & ITIL Expert

Vix Technology Group; Manchester; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Supportive culture

Focus on learning and development

Collaborative team culture

Job summary

Vix Technology Group, headquartered in Manchester, seeks a proactive Service Desk Manager to lead UK and US teams. This role involves managing performance, ensuring Incident Management adherence, and fostering a customer-focused culture. The ideal candidate has 3+ years in Service Desk leadership, expertise in Incident Management, and strong communication skills. We offer a supportive culture, focus on learning, and a collaborative team environment. Join us in making a significant impact in public transportation technology.

Qualifications

• 3 years leading distributed or global Service Desks in ITIL environments.
• Proven ability in enhancing Service Desk maturity and integrating AI.
• Expertise in Major Incident coordination and escalation.

Responsibilities

• Lead Service Desk teams and manage performance.
• Own the Incident Management lifecycle and governance.
• Coordinate Major Incidents and ensure SLAs are met.
• Manage monthly SLA and incident reports accurately.

Skills

Leadership in Service Desk management

Incident Management lifecycle

Service performance analysis

Problem and Change processes

Excellent communication

Tools

ITSM tools

Job description

Vix Technology Group, headquartered in Manchester, seeks a proactive Service Desk Manager to lead UK and US teams. This role involves managing performance, ensuring Incident Management adherence, and fostering a customer-focused culture. The ideal candidate has 3+ years in Service Desk leadership, expertise in Incident Management, and strong communication skills. We offer a supportive culture, focus on learning, and a collaborative team environment. Join us in making a significant impact in public transportation technology.