Global Service Desk Manager

Clearwater People Solutions Ltd; Birmingham; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Clearwater People Solutions Ltd is recruiting on behalf of a client for a Global Service Desk Manager to lead the global Service Desk function. The role is hybrid, with three days onsite in Birmingham and two days remote.

The successful candidate will manage a team of 3 Service Desk Team Leads and 6 Analysts, driving ITIL-aligned service delivery and continuous improvement. The ideal candidate will have 5+ years in a similar role, strong leadership, and deep IT service delivery experience in a

Qualifications

• Minimum 5 years' experience in a similar role managing a global or regional Service Desk function.
• Strong leadership experience, including managing teams with multiple reporting lines.
• Background in IT service delivery within a medium to large enterprise environment.
• In-depth knowledge of ITIL frameworks, with a preference for ITIL 4.

Responsibilities

• Oversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.
• Line manage 3 Service Desk Team Leads and 6 Service Desk Analysts supporting their development.
• Conduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.
• Monitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.
• Identify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.
• Implement and maintain ITIL best practices for the delivery of Service Desk function.
• Act as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.
• Collaborate with the ITSM team to support business users with incident and service requests.
• Collaborate with other IT functions to identify root causes and prevent recurrence of critical issues.
• Providing OOH Major Incident Management on a rota basis to ensure Major Incidents are managed to resolution as quickly and safely as possible.

Skills

Leadership

ITIL knowledge

People management

Stakeholder management

Tools

Active Directory

Networking

Cloud services

Job description

Our client is currently recruiting for a Global Service Desk Manager to lead their global Service Desk Function. The Global Service Desk Manager must have experience of managing a team that supports global users previously and will act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption.

This is a hybrid based role, 3 days onsite in Birmingham / 2 days remote.

Key Responsibilities for the Global Service Desk Manager

• Oversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.
• Line manage 3 Service Desk Team Leads and 6 Service Desk Analysts supporting their development.
• Conduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.
• Monitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.
• Identify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.
• Implement and maintain ITIL best practices for the delivery of Service Desk function.
• Act as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.
• Collaborate with the ITSM team to support business users with incident and service requests.
• Collaborate with other IT functions to identify root causes and prevent recurrence of critical issues.
• Providing OOH Major Incident Management on a rota basis to ensure Major Incidents are managed to resolution as quickly and safely as possible.

Key Experience for the Global Service Desk Manager

• At least 5 years' experience in a similar role managing a global or regional Service Desk function.
• Strong leadership experience, including managing teams with multiple reporting lines.
• Background in IT service delivery within a medium to large enterprise environment.
• In-depth knowledge of ITIL frameworks, with a preference for ITIL 4.
• Understanding of IT infrastructure and technologies including Windows, Active Directory, networking, and cloud-based solutions.