Service Desk Manager - Platform Support

Do you get excited when hearing about trademarks and brand protection news? YES?! So do we! At Corsearch, there’s no pushing trademark solutions and brand protection from our thoughts. We’re thinking about coined trademarks in the car, a detailed design search over lunch, counterfeits while sitting with the in-laws, and anti-piracy while working out.

We are a mission-led company, driven by a passion for making the world better and safer for our brand customers and their consumers. It’s what we do. And people come to Corsearch to be challenged, developed, supported, and valued.

The Role

The Platform Support Manager will lead and oversee the Level 1 and Level 2 support teams responsible for managing multiple bespoke software platforms.

This role encompasses ownership of incident management processes, ensuring service excellence, and leveraging Jira Service Management capabilities to optimise workflows and reporting.

Acting as the primary escalation point for complex issues, the Platform Support Manager will drive continuous improvement initiatives, align platform services with organisational goals, and foster a customer-centric culture within the Platform Support team.

Responsibilities and Duties

Service Desk Leadership

1. Establish support KPIs and SLAs aligned to business needs.
2. Manage the performance of Level 1 and Level 2 support teams, ensuring consistent achievement of service levels.
3. Act as an escalation point for unresolved or high-priority issues, ensuring timely resolution and effective communication with stakeholders.
4. Provide leadership, vision, and direction to the service desk team to foster a customer-centric culture.
5. Develop and implement training programs to enhance team skills and support career development.
6. Conduct regular team meetings, updates, and one-on-one sessions to maintain alignment and morale.
7. Foster a high-performing team culture through mentoring, training, and performance management.
8. Hire, train, and develop service desk staff to build a skilled and motivated team.
9. Establish L1/L2 support across all Products/Services.
10. Ensure service monitoring is in place across all products/services with appropriate alerts, uptime measurement, etc.
11. Ensure service status and incident priorities are aligned to customer and business needs.
12. Ensure effective flow from user to responsible team, with on-call processes aligned & standardised across teams.

Incident Management

1. Own the end-to-end incident management process, including detection, categorisation, prioritisation, resolution, and closure.
2. Ensure adherence to ITIL best practices for incident management and maintain high standards of SLA compliance.
3. Lead major incident management efforts by coordinating resources, communicating with stakeholders, and driving resolution.
4. Conduct post-incident reviews to identify lessons learned and drive continuous improvement.
5. Maintain clear communication with stakeholders during incidents, providing regular updates on status and resolution progress.
6. Identify trends in incident data to proactively address potential problems before they escalate.

Jira Service Management Expertise

1. Administer Jira Service Management tools to streamline workflows, automate processes, and enhance reporting capabilities.
2. Create dashboards, reports, and analytics to monitor SLA performance, ticket trends, and team productivity.
3. Leverage Jira integrations to improve incident routing, escalation processes, and knowledge base utilization.

Operational Excellence

1. Monitor ticket volumes, prioritize issues based on business impact, and ensure timely resolution.
2. Develop and maintain a solutions repository to ensure consistent knowledge sharing across the team.
3. Promote self-service tools, automation, and knowledge management to enhance service delivery.
4. Drive process automation initiatives to enhance efficiency in handling incidents and service requests.
5. Continuously review and improve service desk workflows and procedures.
6. Collaborate with other IT teams to ensure seamless service delivery across all platforms.
7. Establish a company-wide on-call process and standardise across Platform Support, CloudOps, DevOps, Engineering teams (where available).

Stakeholder Engagement

1. Manage relationships with internal stakeholders and external vendors to ensure alignment with business needs.
2. Provide regular updates on service performance metrics to senior leadership (e.g., monthly reports).
3. Communicate effectively during outages or emergencies to minimize business disruption.

Essential

1. Proven experience managing Level 1/Level 2 support teams in a multi-platform environment.
2. Strong expertise in incident management processes aligned with ITIL frameworks.
3. Advanced proficiency in Jira Service Management for workflow automation, reporting, and ticketing system administration.
4. Excellent leadership skills with a focus on team development and motivation.
5. Ability to manage escalations effectively while maintaining strong customer relationships.

Technical Expertise

1. Understanding of IT infrastructure, bespoke software platforms, networks, databases, and security protocols.
2. Familiarity with ITSM tools (e.g., Jira Service Management) for managing incidents, SLAs, reporting, and knowledge bases.
3. Understanding of automation tools for incident routing and escalation.
4. Technical proficiency across various IT systems and applications.
5. Experience with tools like Jira StatusPage, OpsGenie, PagerDuty or similar.

Qualifications

1. ITIL v3/v4 certification or equivalent experience in IT service management best practices.
2. Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
3. Certifications in Jira Service Management or similar tools are 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.

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