Service Desk Ops Lead - ITIL & CSI Excellence

DXC Technology Company; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

DXC Technology is seeking a Service Desk Operations Manager in London to lead the ITSM Service Desk, ensuring high-quality IT support and ITIL-aligned practices. This role requires accountability for service delivery, SLAs and a culture of continual improvement, with responsibility for a multi-person team and stakeholder engagement.

You will drive customer experience, manage 24/7/extended hours operations where required, and oversee performance reporting, CSI initiatives and change enablement

Responsibilities

• Own end-to-end Service Desk operations in line with ITIL 4 principles.
• Monitor and report on KPIs such as FCR, AHT, CSAT, NPS and ticket volumes.
• Drive incident escalation, root cause analysis and continual service improvement.
• Lead 15–50+ staff, including coaching, performance reviews and development planning.
• Oversee budgets, forecasting and vendor relationships for Service Desk tooling.

Job description

DXC Technology is seeking a Service Desk Operations Manager in London to lead the ITSM Service Desk, ensuring high-quality IT support and ITIL-aligned practices. This role requires accountability for service delivery, SLAs and a culture of continual improvement, with responsibility for a multi-person team and stakeholder engagement.

You will drive customer experience, manage 24/7/extended hours operations where required, and oversee performance reporting, CSI initiatives and change enablement