Service Desk Ops Manager

Job Description

Job Description

hackajob is collaborating with DXC Technology to connect them with exceptional professionals for this role.

Interested in this role You can find all the relevant information in the description below.

Job Description:

Location: Farnborough, Hampshire, UK

Employment Type: Permanent, Full-Time

Security Clearance: Developed Vetting (DV) - Essential

DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high-profile client environment.

This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple workstreams, dependencies, and stakeholders.

At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology.

Job Description

Lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high-quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders.

Reporting Line

Reports to: Operational Service Management (OSM) Manager / IT Service Delivery Director

Direct Reports: Service Desk Team Leads, Senior Service Desk Analysts, Service Desk Analysts

Key Responsibilities

Service Delivery & SLA Management

• Own end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded

Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumesManage incident escalation processes to minimise business impact and ensure timely resolutionConduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plansEnsure accurate and timely production of daily, weekly, and monthly operational reportsManage service desk budgets, forecasting costs, and identifying cost optimisation opportunitiesOversee vendor and third-party supplier relationships relevant to Service Desk tooling and servicesEnsure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function

ITIL Best Practice

• Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management

Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articlesDrive adoption of ITIL processes across the team, ensuring consistent and repeatable service deliverySupport Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidentsEnsure effective Change Enablement awareness within the team to minimise change-related incidentsGovern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needsEnsure compliance with Information Security Management policies and data protection regulations (e.g., GDPR)

Customer Experience

• Champion a customer-first culture across the Service Desk team, embedding customer experience into every interaction

Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insightsEnsure professional, empathetic, and efficient communication at all customer touchpoints — phone, email, chat, portal, and walk-upBuild and maintain strong relationships with key business stakeholders through regular engagementAct as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed timeframesDesign and implement customer journey mapping to identify pain points and optimise the support experienceDevelop and maintain a communication strategy for planned outages, service changes, and major incidentsEstablish and monitor Voice of the Customer (VoC) programmes to capture qualitative and quantitative feedback

Continual Service Improvement (CSI)

• Identify, propose, and implement service improvements through data-driven analysis and trend identification

Maintain a CSI register, tracking improvement initiatives from identification through to realisation of benefitsLeverage automation, AI, and self-service opportunities to improve efficiency and user experienceConduct root cause analysis on SLA breaches and recurring issues, implementing corrective and preventive actionsBenchmark service performance against industry standards and best practices (e.g., SDI, HDI benchmarks)Lead regular improvement workshops with the team to generate ideas and foster innovationImplement shift-left strategies to empower Level 1 resolution and reduce unnecessary escalationsTrack and report on improvement initiative ROI and business value delivered

People Management & Development

• Lead, coach, and develop a team of Service Desk Analysts and Team Leads (typically 15-50+ staff)

Manage workforce planning, shift scheduling, and resource allocation to meet demand across 24/7 or extended hours operationsConduct regular 1:1s, performance reviews, and personal development planningFoster a positive, high-performance team culture with clear accountability and recognitionIdentify training needs and ensure the team maintains relevant technical and ITIL certificationsManage recruitment, onboarding, and retention strategies to minimise attritionImplement quality assurance frameworks including call monitoring, ticket audits, and coaching programmesPromote diversity, inclusion, and wellbeing within the teamManage absence, performance issues, and disciplinary matters in line with HR policies

Technology & Tooling

• Oversee the effective use and configuration of ITSM platforms

Drive adoption of self-service portals, knowledge bases, and virtual agent/chatbot technologiesIdentify and implement automation opportunities (e.g., password resets, ticket routing, auto-categorisation)Ensure telephony/ACD systems are optimised for call routing, IVR, and reportingCollaborate with IT teams on tool enhancements, integrations, and upgradesEvaluate emerging technologies and make recommendations for adoption

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.

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