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- Tasks: Lead a support team, manage incidents, and improve service delivery across platforms.
- Company: Corsearch is a global leader in Trademark and Brand Protection, safeguarding businesses' assets.
- Benefits: Enjoy a collaborative culture, innovative solutions, and the chance to make a global impact.
- Why this job: Join a mission-driven team that values diversity and aims to protect consumer trust.
- Qualifications: Experience in L1/L2 support, ITIL knowledge, and a degree in IT or Computer Science required.
- Other info: Corsearch promotes an inclusive workplace and welcomes diverse applicants.
The predicted salary is between 43200 - 72000 £ per year.
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.
Service Desk Manager - Platform Support Information Services · United Kingdom (London) · employer: Corsearch C T Corporation
Contact Detail:
Corsearch C T Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager - Platform Support Information Services · United Kingdom (London) ·
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as JIRA, OpsGenie, and Checkly. Having hands-on experience or even a basic understanding of these platforms will give you an edge during interviews.
✨Tip Number 2
Highlight your leadership skills by preparing examples of how you've successfully managed support teams in the past. Be ready to discuss your approach to mentoring and developing team members, as this is crucial for the role.
✨Tip Number 3
Brush up on ITIL principles, especially around incident management. Being able to articulate your understanding of ITIL processes and how you've applied them in previous roles will demonstrate your fit for the position.
✨Tip Number 4
Network with current or former employees of Corsearch on platforms like LinkedIn. Gaining insights into the company culture and expectations can help you tailor your approach and show that you're genuinely interested in joining their team.
We think you need these skills to ace Service Desk Manager - Platform Support Information Services · United Kingdom (London) ·
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service desk management, particularly in Level 1 and Level 2 support. Emphasise your leadership skills and any specific tools you've used, such as JIRA or OpsGenie.
Craft a Compelling Cover Letter: In your cover letter, express your passion for brand protection and how your background aligns with Corsearch's mission. Mention specific achievements in incident management and team leadership that demonstrate your fit for the role.
Showcase Technical Skills: Clearly outline your technical skills related to incident management and tooling configuration. Include any scripting languages you know and your experience with cloud infrastructure, as these are key aspects of the job.
Highlight Collaborative Experience: Corsearch values a collaborative culture, so be sure to mention any experience you have working with diverse teams or stakeholders. Provide examples of how you've built strong relationships in previous roles.
How to prepare for a job interview at Corsearch C T Corporation
✨Understand the Role
Before the interview, make sure you thoroughly understand the responsibilities of a Platform Support Manager. Familiarise yourself with incident management processes, KPIs, and SLAs, as well as the tools mentioned in the job description like JIRA and OpsGenie.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience leading L1/L2 support teams. Highlight specific examples where you've successfully managed incidents, trained staff, or improved processes. Corsearch values strong leadership, so demonstrate how you can inspire and mentor a team.
✨Demonstrate Technical Proficiency
Brush up on your technical skills relevant to the role. Be ready to talk about your experience with scripting languages, database querying, and cloud infrastructure. Providing concrete examples of how you've used these skills in past roles will set you apart.
✨Engage with Stakeholders
Corsearch emphasises stakeholder engagement, so prepare to discuss how you've built relationships with internal teams and vendors. Share examples of how you've communicated effectively during outages or incidents to minimise disruption and maintain trust.
