Service Desk Manager - Platform Support

At Corsearch, we are dedicated to creating a world where consumers can trust the choices they make. As a global leader in Trademark and Brand Protection, we partner with businesses to safeguard their most valuable assets in an increasingly complex digital environment. Our comprehensive solutions, powered by AI-driven data and deep analytics, enable brands to establish, monitor, and protect their presence against infringement and counterfeiting.

Why Choose Corsearch?

• Innovative Solutions: We combine cutting-edge technology with expert judgment to deliver market-leading services in trademark clearance, brand protection, and anti-counterfeiting.
• Global Impact: Trusted by over 5,000 customers worldwide, including 73 of Fortune's Top 100 companies, our work has a meaningful impact on businesses and consumers alike.
• Collaborative Culture: With a team of over 1,900 professionals across multiple global offices, you'll be joining an inclusive environment where diverse perspectives thrive.
• Mission-Driven Purpose: Our commitment to protecting consumers and their trust in brands drives everything we do, making Corsearch a force for good in the world.

The Role

We are looking for a Platform Support Manager to lead the provisioning and ongoing delivery of Level 1 and Level 2 support services across multiple bespoke platforms. This is a hands-on role, responsible for incident management, escalation, tooling configuration (JIRA, Opsgenie, Checkly), and driving continuous improvement in support delivery. You’ll oversee a distributed support team, act as a technical escalation point, and align operations with business and customer needs.

Responsibilities and Duties

• Service Desk Leadership: Lead L1/L2 support teams with defined KPIs, SLAs, and customer-centric practices. Establish new L1/L2 support capability for a bespoke platform. Act as escalation point for unresolved or high-priority incidents. Hire, train, and mentor support staff. Standardise on-call processes across Platform Support, CloudOps, DevOps, and Engineering teams. Ensure monitoring, alerting, and uptime visibility is in place across all services.
• Incident Management: Own the end-to-end incident lifecycle: detection, resolution, and post-incident review. Lead major incident response and ensure effective stakeholder communication. Identify trends to proactively prevent issues.
• Jira Service Management & Tooling: Administer and configure JIRA Service Management, OpsGenie, Checkly. Automate workflows, escalations, and reporting. Maintain dashboards, reports, and performance analytics.
• Operational Excellence: Drive process improvement and automation across incident and request handling. Maintain a solutions repository and promote self-service. Ensure smooth collaboration with IT and engineering teams.
• Stakeholder Engagement: Build strong relationships with internal teams and vendors. Report on service performance and share insights with leadership. Communicate effectively during outages to minimise business disruption.

Technical Skills:

• Hands-on incident management and technical escalation.
• Proficient Windows user with experience using Scheduler, Event Viewer, IIS.
• Scripting skills (any): PowerShell, Python, Java, C#, Go, JavaScript.
• Database querying experience (any): SQL, Elasticsearch.
• Basic knowledge of web architecture: front-end, back-end, APIs.
• Exposure to cloud infrastructure (Azure, AWS, GCP) is a plus.
• Understanding of messaging brokers (Kafka, RabbitMQ) is a plus.

Requirements:

• Proven experience leading L1/L2 support in a multi-platform environment.
• Strong understanding of ITIL-aligned incident management.
• Advanced expertise in Jira Service Management and related tools.
• Solid leadership, mentoring, and stakeholder management skills.
• Experience working across IT infrastructure, networks, and bespoke applications.
• ITIL v3/v4 certification or equivalent practical experience.
• Bachelor's degree in IT, Computer Science, or equivalent experience.
• Jira Service Management certification is an advantage.

Corsearch is an equal opportunity and inclusive employer and does not tolerate discrimination of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and supported. We welcome applications from all individuals regardless of race, nationality, religion, gender, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic. Together, we are working proactively to build a workplace where everyone can belong and be at their best selves. Together, we make an Impact.