IT Service Desk Operations Lead

DXC Technology Company; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

DXC Technology in London is seeking a Service Desk Ops Manager to lead and manage the ITSM service desk, ensuring high-quality IT support and ITIL-aligned practices. The role requires accountability to senior leadership and client stakeholders, with a focus on customer experience and SLA compliance.

You will oversee 15–50+ analysts, drive CSI, governance of the service catalogue, and automation opportunities, while maintaining security and regulatory standards in the UK.

Responsibilities

• Own end-to-end Service Desk operations and meet or exceed SLAs and KPIs.
• Monitor and report on performance metrics: FCR, AHT, CSAT, NPS, and volumes.
• Manage incident escalations to minimise impact and enable timely resolutions.
• Lead regular service reviews with stakeholders, presenting data and improvements.
• Produce daily, weekly and monthly operational reports accurately.
• Oversee budgets, forecasting and cost-optimisation for the Service Desk.
• Oversee vendor and third-party relationships for tooling and services.
• Ensure Business Continuity and Disaster Recovery plans are tested.
• Champion ITIL best practice across the team and drive CSI.
• Mentor 15-50+ staff and support workforce planning and development.

Job description

DXC Technology in London is seeking a Service Desk Ops Manager to lead and manage the ITSM service desk, ensuring high-quality IT support and ITIL-aligned practices. The role requires accountability to senior leadership and client stakeholders, with a focus on customer experience and SLA compliance.

You will oversee 15–50+ analysts, drive CSI, governance of the service catalogue, and automation opportunities, while maintaining security and regulatory standards in the UK.