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For Companies At a Glance
- Tasks: Lead a global service desk operation and drive innovation in IT support.
- Company: ESP Global Services, a leader in IT and business support solutions.
- Benefits: Competitive salary, leadership opportunities, and a chance to influence strategy.
- Why this job: Shape a world-class service desk and make a global impact.
- Qualifications: 7+ years in IT Service Management with strong leadership skills.
- Other info: Join a dynamic team delivering exceptional service across 100+ countries.
The predicted salary is between 60000 - 84000 £ per year.
Overview
Head of Global Service Desks – Reading, UK (HQ) £70,000 – £75,000 per annum • Full-time | Senior Lead Role
Lead a truly global service desk operation. We are seeking an experienced leader to direct and evolve our worldwide service desk capability from the Reading headquarters. This is a strategic leadership role reporting to the COO and forming part of the Senior Leadership Forum, working closely with the C-suite to support business growth and service excellence. You will lead a globally distributed operation delivering 24/7 support to customers across 100+ countries, powered by our five service desk centres in India, Trinidad, Romania, United Kingdom and Ireland. Our global desks support enterprise customers around the clock, combining dedicated and leveraged teams to deliver high-quality IT support and exceptional customer experience worldwide.
Responsibilities
- Strategic Leadership
- Define and communicate the vision for global service desk operations
- Lead, mentor, and develop high-performing service desk teams and leaders
- Participate in the Senior Leadership Forum and contribute to business strategy
- Operational Excellence
- Oversee daily service desk operations ensuring timely resolution of customer issues
- Maintain service quality, governance standards, and performance management
- Ensure adherence to ITIL, ISO, and security policies
- Customer & Stakeholder Engagement
- Build strong relationships with key clients and stakeholders
- Lead customer engagements and satisfaction initiatives
- Partner with marketing to promote service desk capabilities
- Continuous Improvement & Technology
- Identify process, tooling, and system improvements
- Collaborate on ITSM, reporting tools, and unified communications platforms
- Drive operational efficiency and service innovation
- Commercial & Business Growth
- Support solution design and scope new opportunities
- Present service desk capabilities to customers to secure new business
- Cost & Performance Management
- Manage operational costs including staffing, licensing, and platforms
- Set performance goals and present monthly service insights to the C-suite
Requirements
What We’re Looking For
- Minimum 7+ years in IT Service Management, including 3+ years in leadership
- Proven experience leading large service desk operations
- Strong knowledge of ITIL (certification preferred)
- Experience with ServiceNow and call management systems
- Excellent stakeholder and client engagement skills
- Commercial awareness with experience supporting business development
- Strong leadership, communication, and problem-solving abilities
- Ability to manage multiple priorities in a fast-paced environment
Why Join Us?
- Lead a globally recognised service operation
- Influence strategy and work directly with executive leadership
- Drive innovation and continuous improvement at scale
- Be part of a growing organisation delivering services worldwide
Summary
ESP Global Services is a leading provider of IT and business support solutions, delivering exceptional service to customers across 100+ countries. We operate five strategically located Service Desk centres in India, Trinidad, Romania, the UK, and Ireland, providing 24/7 support from dedicated and leveraged teams. Our Service Desks combine industry-leading technology, ITIL best practices, and highly skilled professionals to resolve issues quickly, proactively support our clients, and drive continuous improvement. We aim to create a seamless, customer-first experience that helps businesses run efficiently across the globe. ESP Global Services values empowering teams, innovating service delivery, and raising the bar in service excellence. If you want to lead and shape a world-class, globally integrated Service Desk operation, ESP is the place to do it.
Head of Service Desks in Reading employer: Esp Global Services
Contact Detail:
Esp Global Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Desks in Reading
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your leadership experience in service desk operations.
✨Tip Number 3
Showcase your achievements! When discussing your past roles, focus on specific examples of how you’ve led teams to success or improved service delivery. We want to see those results!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Head of Service Desks in Reading
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Head of Global Service Desks role. Highlight your leadership experience and any relevant ITIL knowledge to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading service desk operations and how you can contribute to our mission of delivering exceptional customer experiences.
Showcase Your Achievements: Don’t just list your responsibilities; share your achievements! Quantify your successes in previous roles, especially those related to operational excellence and team leadership, to demonstrate your impact.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to lead our global service desk operation!
How to prepare for a job interview at Esp Global Services
✨Know Your Stuff
Make sure you brush up on ITIL principles and your experience with ServiceNow. Be ready to discuss how you've led service desk operations in the past, focusing on specific challenges you've overcome and the results you've achieved.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership style and how you've developed high-performing teams. Think about times when you've mentored others or driven operational excellence, and be ready to share these stories.
✨Engage with Stakeholders
Since this role involves a lot of stakeholder engagement, come prepared with examples of how you've built strong relationships with clients and stakeholders. Discuss any initiatives you've led to improve customer satisfaction and how you measure success.
✨Think Strategically
This is a senior role, so be ready to talk about your vision for global service desk operations. Consider how you would align service desk capabilities with business growth and innovation, and be prepared to discuss potential improvements you could implement.