Service Desk Operational Lead
Please note: We are a hybrid working company and this role will require to attend our Liverpool St. Central London office a couple of times a week.
About Us
Kerv Connected Cloud brings together the capabilities of Kerv Connect and Kerv Transform to deliver high quality infrastructure transformation and managed services across cloud and networking. We help organisations transform and manage their environments with secure, automated network and cloud solutions that support data centres, branch offices and cloud platforms, alongside the managed IT services needed to operate them effectively.
About the role
The Service Desk Operational Lead is responsible for owning the lifecycle, quality, and performance of all service desk tickets across Kerv Connected Cloud. This role ensures that incidents, requests, and problems are managed in line with contractual SLAs and XLAs, while delivering an exceptional customer experience.
Acting as the operational control point for ticket governance, the role drives consistency, accountability, and continuous improvement across service desk and resolver teams, ensuring that service delivery is efficient, proactive, and customer-focused.
Your part to play
Ticket Lifecycle Management
Own end-to-end management of all service desk tickets (incidents, service requests, and escalations)
Ensure all tickets are correctly logged, categorised, prioritised, and assigned in line with agreed processes
Maintain data integrity within ServiceNow (or equivalent ITSM platform)
Drive adherence to ticket hygiene standards (updates, notes, categorisation, closure quality)
SLA & Performance Management
Monitor ticket queues to ensure compliance with response and resolution SLAs
Proactively identify and address SLA breaches and at-risk tickets
Lead daily SLA reviews and service desk performance stand-ups
Produce and analyse SLA performance reports, identifying trends and improvement actions
Customer Experience Ownership
Ensure all customer interactions via tickets are professional, timely, and aligned with Kerv’s customer-first principles
Drive improvements in customer satisfaction (CSAT) and experience-based metrics (XLA)
Promote proactive communication and expectation management with clients
Operational Control & Escalation Management
Act as the central point of control for ticket flow across L1, L2, and L3 teams
Manage ticket escalations internally and externally to ensure timely resolution
Ensure clear ownership for all tickets, eliminating orphaned or stalled work
Continuous Improvement & Governance
Identify inefficiencies in ticket handling and implement process improvements
Collaborate with Problem Management to reduce recurring incidents
Assist with standardisation through templates, automation, and best practices
Support the adoption of AI tooling (e.g., ServiceNow Now Assist, Copilot) to improve efficiency and quality
Reporting & Stakeholder Management
Provide regular reporting on ticket volumes, SLA performance, backlog health, and trends
Present insights and recommendations to internal leadership
Work closely with Service Delivery Managers to align ticket performance with contractual commitments
Key Measures of Success
SLA compliance (response and resolution targets)
Reduction in SLA breaches and backlog volume
Ticket quality and data accuracy metrics
Customer satisfaction (CSAT) and XLA improvements
Efficiency gains in ticket handling and queue management
All about You
Essential
Proven experience in a Service Desk, IT Operations, or MSP environment
Understanding of ITIL practices (Incident, Request, Problem Management)
Experience managing ticket queues and SLA performance
Hands-on experience with ITSM tools (preferably ServiceNow)
Excellent communication and stakeholder management abilities
Desirable
Experience working within a Managed Service Provider (MSP)
Exposure to XLA / experience-led service delivery models
Familiarity with automation and AI tools in service management
ITIL Foundation (or higher) certification
You will live the Kerv values…
Think Customer First
Team is everything
Spread good vibes
Build future
Do the right thing
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
