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- Tasks: Lead and manage Level 1 and Level 2 support teams for bespoke 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 diverse perspectives and drives positive change.
- Qualifications: Experience in L1/L2 support, ITIL knowledge, and strong leadership skills required.
- Other info: Corsearch promotes an inclusive workplace and welcomes applications from all backgrounds.
The predicted salary is between 48000 - 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.
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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
Understand the principles of ITIL and be prepared to discuss how you've applied them in previous roles. This knowledge will demonstrate your capability in incident management and operational excellence, which are key aspects of the position.
✨Tip Number 4
Research Corsearch's mission and values thoroughly. Being able to articulate how your personal values align with their commitment to brand protection and consumer trust can set you apart as a candidate who truly fits their culture.
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 with L1/L2 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 crucial for the role.
Highlight Collaborative Experience: Since the role involves stakeholder engagement, provide examples of how you've successfully collaborated with internal teams and vendors in previous positions. This will show your ability to build strong relationships in a diverse environment.
How to prepare for a job interview at Corsearch C T Corporation
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Manager. Familiarise yourself with incident management, support delivery, and the tools mentioned in the job description, such as JIRA and OpsGenie.
✨Showcase Leadership Skills
Prepare examples that demonstrate your leadership experience, especially in managing L1/L2 support teams. Highlight how you've mentored staff and established KPIs and SLAs in previous roles.
✨Technical Proficiency
Brush up on your technical skills relevant to the role. Be ready to discuss your experience with scripting languages, database querying, and cloud infrastructure, as these are crucial for the position.
✨Emphasise Collaboration
Corsearch values a collaborative culture, so be prepared to discuss how you've built strong relationships with internal teams and stakeholders. Share specific instances where effective communication made a difference during incidents.
