Service Desk Operations Lead: ITIL & Customer Experience

dxctechnology; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

DXC Technology in London is seeking a Service Desk Ops Manager to lead and optimise the ITSM Service Desk, ensuring SLA compliance and continual service improvement.

You will own end-to-end operations, drive ITIL practices, report on KPIs, and partner with senior stakeholders to deliver high-quality support across the organisation.

This on-site role requires the right to work in the United Kingdom and adherence to security requirements.

Responsibilities

• Own end-to-end Service Desk operations, ensuring SLAs and KPIs are met or exceeded.
• Monitor and report on metrics such as FCR, AHT, CSAT, NPS, abandonment rates and ticket volumes.
• Manage incident escalation processes to minimise business impact and ensure timely resolution.
• Conduct regular service reviews with stakeholders, presenting performance data and improvement plans.
• Ensure timely production of daily, weekly, and monthly operational reports.
• Manage service desk budgets, forecasting costs and identifying cost optimisation opportunities.
• Oversee vendor and third-party supplier relationships relevant to Service Desk tooling and services.
• Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function.

Job description

DXC Technology in London is seeking a Service Desk Ops Manager to lead and optimise the ITSM Service Desk, ensuring SLA compliance and continual service improvement.

You will own end-to-end operations, drive ITIL practices, report on KPIs, and partner with senior stakeholders to deliver high-quality support across the organisation.

This on-site role requires the right to work in the United Kingdom and adherence to security requirements.