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For Companies At a Glance
- Tasks: Lead a global service desk team, ensuring top-notch support and collaboration.
- Company: Join a leading global professional services firm with a strong reputation.
- Benefits: Enjoy competitive salary, excellent benefits, and hybrid working options.
- Why this job: Drive service excellence and make a real impact in a dynamic environment.
- Qualifications: Experience in managing global service desks and strong communication skills required.
- Other info: Interviewing ASAP for this exciting leadership role.
The predicted salary is between 43200 - 72000 £ per year.
Job Description
Global Service Desk Lead
London | Hybrid | Global Professional Services Firm
A leading global professional services firm is seeking a seasonedGlobal Service Desk Leadto take ownership of its end-user support function and manage its relationship with a long-standing outsourced provider. This is a senior operational leadership role, focused on service quality, performance management, and effective collaboration across internal and external teams.
The Opportunity
You’ll lead a globally distributed service desk team operating under a dual model part in-house, part outsourced and be responsible for ensuring high-quality, consistent support across the organisation.
Your role will focus on driving service excellence, leveraging data and analytics to improve performance, and maintaining strong relationships with both internal stakeholders and external partners.
Key Responsibilities
- Lead the global service desk operation, ensuring consistent, high-quality support to users across multiple regions
- Own and manage the relationship with the outsourced service provider, including performance, governance, and continuous improvement
- Champion effective communication and collaboration between internal teams and the external partner
- Use data and reporting to identify trends, spot issues early, and drive efficiency
What You'll Bring
- Experience managing a global service desk delivered via an outsourced model
- Strong track record of driving service quality, performance, and user satisfaction
- Skilled in managing both third-party suppliers and internal stakeholders
- Excellent communication and influencing skills, especially at senior level
- Solid Microsoft stack experience essential
Job Details
- Competitive Salary + Excellent Benefits
- Hybrid Working – Top Range London Office
- Interviewing ASAP
Global Service Desk Lead - TWE41812 employer: twentyAI
Contact Detail:
twentyAI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Service Desk Lead - TWE41812
✨Tip Number 1
Familiarise yourself with the latest trends in global service desk operations. Understanding industry standards and best practices will help you demonstrate your expertise during discussions with the hiring team.
✨Tip Number 2
Network with professionals in the field, especially those who have experience managing outsourced service desks. They can provide valuable insights and may even refer you to opportunities within their organisations.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven service quality and user satisfaction in previous roles. Highlighting measurable outcomes will showcase your ability to deliver results in a similar position.
✨Tip Number 4
Research the company’s current service desk operations and any recent changes or challenges they may be facing. This knowledge will allow you to tailor your conversation and demonstrate your proactive approach to problem-solving.
We think you need these skills to ace Global Service Desk Lead - TWE41812
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing global service desks and working with outsourced providers. Use specific examples that demonstrate your track record in driving service quality and user satisfaction.
Craft a Compelling Cover Letter: In your cover letter, emphasise your leadership skills and your ability to foster collaboration between internal teams and external partners. Mention how you have used data and analytics to improve performance in previous roles.
Highlight Relevant Skills: Clearly outline your communication and influencing skills, especially at a senior level. Provide examples of how you've successfully managed relationships with third-party suppliers and internal stakeholders.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a senior operational leadership role.
How to prepare for a job interview at twentyAI
✨Understand the Role Thoroughly
Before the interview, make sure you have a solid grasp of what the Global Service Desk Lead role entails. Familiarise yourself with the responsibilities, especially around managing relationships with outsourced providers and driving service quality.
✨Showcase Your Experience
Prepare to discuss your previous experience managing global service desks, particularly in an outsourced model. Highlight specific examples where you've improved service quality or user satisfaction, as this will resonate well with the interviewers.
✨Demonstrate Communication Skills
Since excellent communication is key for this role, be ready to showcase your influencing skills. You might be asked how you would handle conflicts or improve collaboration between internal teams and external partners, so think of relevant scenarios.
✨Leverage Data-Driven Insights
The job requires using data and analytics to drive performance improvements. Be prepared to discuss how you've used data in past roles to identify trends or issues and how that led to actionable changes in service delivery.
