Service Desk Manager
Core
Manage IT Service Desk and Incident Management processes, leading a team across multiple geographic locations to deliver reliable IT capability worldwide.
Role type
Senior Service Desk Manager
Builds
End-to-end Service Desk and Incident Management practices aligned to ITIL framework
Domain
IT Service Management / Cyber, Service and Technology division
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Service desk management, Incident management, Stakeholder management, Resource management, Team leadership, ITIL v4 Foundation, ISO 20000 compliance, Security clearance (NPPVL3 + SC)
Preferred skills
ITIL v5 Foundation, ITIL v4 Intermediate Qualification
Technologies
ITIL, ISO 20000
Responsibilities
Develop and own end-to-end Service Desk and Incident Management processes; Lead and coach a team split across multiple geographic locations; Measure and review processes using KPIs and CSFs; Manage and forecast resources; Maintain compliance with ISO standards and security certifications; Support bid responses and service offerings; Ensure balance between cost and quality of delivery.
Seniority
Senior, hands-on IC with line management responsibility
