Service Desk Ops Lead – ITIL & CSI Champion

Gba5 Entserv Uk Limited; Greater London; On-site; GBP 90,000 - 110,000; Full time

Job summary

DXC Technology in London is seeking a Service Desk Ops Manager to lead the ITSM Service Desk, ensuring high-quality IT support aligned with ITIL best practices. You will own SLA compliance, drive customer experience, and report to senior leadership.

The role requires managing a team of analysts and leads, with responsibility for 24/7 or extended hours operations, budgeting, and improvements through CSI initiatives.

Qualifications

• Experience leading a Service Desk operation.
• Strong knowledge of ITIL v4 principles.
• Proven ability to manage SLAs and KPIs.

Responsibilities

• Own end-to-end Service Desk operations and SLAs.
• Monitor metrics such as FCR, AHT, CSAT, NPS, and ticket volumes.
• Lead 15-50+ staff with strong people management.
• Oversee budgeting, forecasting, and cost optimisation.
• Ensure BCM/DR plans are in place and tested.

Skills

ITIL

Service Desk

SLA Management

Vendor Management

Customer Experience

Tools

ITSM tools

Knowledge Base

Job description

DXC Technology in London is seeking a Service Desk Ops Manager to lead the ITSM Service Desk, ensuring high-quality IT support aligned with ITIL best practices. You will own SLA compliance, drive customer experience, and report to senior leadership.

The role requires managing a team of analysts and leads, with responsibility for 24/7 or extended hours operations, budgeting, and improvements through CSI initiatives.