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- Tasks: Lead a dynamic support team and enhance service delivery across bespoke platforms.
- Company: Join Corsearch, a global leader in trademark and brand protection.
- Benefits: Inclusive culture, career growth, and the chance to make a real impact.
- Other info: Diverse workplace committed to inclusion and employee well-being.
- Why this job: Be part of a mission-driven company that protects consumer trust worldwide.
- Qualifications: Experience in L1/L2 support and strong leadership skills required.
The predicted salary is between 36000 - 60000 £ 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.
- 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.
- 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.
- 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 employer: Corsearch
Contact Detail:
Corsearch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager - Platform Support
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Corsearch on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into Corsearch's mission and values. We want to show that we’re not just a fit for the role, but also for the team and the company's purpose.
✨Tip Number 3
Practice common interview questions related to service desk management. We should be ready to discuss our experience with incident management and how we’ve led teams in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows we’re serious about joining the Corsearch family.
We think you need these skills to ace Service Desk Manager - Platform Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Service Desk Manager role. Highlight your leadership in L1/L2 support and any relevant technical skills, like your experience with JIRA or cloud infrastructure.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about platform support and how you can contribute to our mission at Corsearch. Share specific examples of how you've driven process improvements or led teams in the past.
Showcase Your Technical Skills: Don’t forget to mention your hands-on experience with incident management and any tools you’ve used, like OpsGenie or Checkly. We love seeing candidates who can demonstrate their technical prowess alongside their leadership abilities.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Corsearch
✨Know Your Stuff
Make sure you brush up on your technical skills, especially around incident management and the tools mentioned in the job description like JIRA and OpsGenie. Being able to discuss your hands-on experience with these platforms will show that you're ready to hit the ground running.
✨Showcase Leadership Skills
As a Service Desk Manager, you'll need to lead teams effectively. Prepare examples of how you've successfully managed support teams in the past, focusing on KPIs and SLAs. Highlight any mentoring or training experiences to demonstrate your ability to develop talent.
✨Understand the Company Culture
Corsearch values collaboration and diversity, so be ready to discuss how you can contribute to their inclusive environment. Share experiences where you've worked in diverse teams or contributed to a positive workplace culture.
✨Prepare for Scenario Questions
Expect to face scenario-based questions about incident management and stakeholder communication. Think through potential incidents you’ve managed before and how you communicated during outages. This will help you illustrate your problem-solving skills and ability to keep stakeholders informed.