Global Service Desk Manager

TN United Kingdom; Esher; On-site; GBP 45,000 - 75,000; Full time

Job description

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We are recruiting a Global Service Desk Manager to join our Esher-based team at Healix. In this role, you will oversee the Global Healix IT Service Desk, providing application and user support worldwide. The role is crucial for ensuring our internal and external customers receive excellent service regardless of location. Regular communication with the IT team in Esher and other locations, staff, senior stakeholders, the Group CTO, suppliers, and third-party IT departments is essential.

Start date: Early to mid June.

Requirements:

• Experience: 5+ years in a similar role, strong knowledge of ITIL framework and best practices, proficient in service desk software, ITSM tooling, Microsoft 365, Microsoft Intune, PC setup and configuration, understanding of Windows server technologies and Active Directory.
• Skills: Excellent English communication skills, supportive and helpful to non-IT staff, calm under pressure, proactive and hands-on.
• Qualifications: Degree or equivalent; ITIL v4 Foundation preferred.
• Personal Qualities: Excellent communicator, delivery-focused, self-motivated, methodical, influential, relationship-builder, committed.

Additional Information: Some out-of-hours work and occasional travel for training and support.

Application: Passionate about IT service excellence? Join Healix and be part of a team that values continuous improvement.

Key Responsibilities:

• Manage and mentor a global team of analysts.
• Provide 24x7 support, championing Healix IT’s mission.
• Foster a culture of pride and a unified global service desk.
• Ensure team training and cross-training.
• Implement ITIL best practices for service delivery.
• Own incident and problem management, ensuring resolution.
• Generate detailed incident reports, adhere to SLAs.
• Review trends and suggest improvements.
• Conduct performance reviews and development planning.
• Collaborate with IT teams and stakeholders.
• Develop and maintain knowledge bases.
• Manage capacity planning and JML processes.

About The Company: We offer UK employee healthcare, travel, medical, and security assistance globally. Our purpose is to support people in difficult situations, providing tailored services through a team of experts, ensuring their safety and well-being.

Company Culture: We empower our specialists to be effective, trusting their initiative to handle unexpected challenges. We value a personal, caring approach, and foster a supportive environment with development opportunities.

Desired Criteria:

• Experience within a “Follow the Sun” support model
• ITIL v4 Foundation

Required Criteria:

• 5+ years in a similar role
• Strong knowledge of ITIL and best practices
• Proficiency in service desk software, ITSM tooling, Microsoft 365