At a Glance
- Tasks: Lead and transform a global service desk operation, driving innovation and customer experience.
- Company: ESP Global Services, a leader in IT and business support solutions.
- Benefits: Competitive salary, influence business strategy, and shape the future of customer support.
- Other info: Work with a dynamic team across multiple countries and enhance your leadership skills.
- Why this job: Join a growing organisation and drive meaningful transformation across people, processes, and platforms.
- Qualifications: Significant experience in IT Service Desk leadership and operational transformation.
The predicted salary is between 75000 - 75000 £ per year.
- Lead the Transformation of a Truly Global Service Desk Operation
- Job Overview
ESP Global Services is seeking an experienced and forward‑thinking Head of Global Service Desks to lead and evolve our worldwide service desk capability from our Reading headquarters.
Reporting directly to the Chief Operating Officer, this leading position is responsible for driving operational excellence, customer experience, service innovation, and technology transformation across our global support organisation.
We operate five service desk centres in India, Trinidad, Romania, the United Kingdom and Ireland, providing seamless 24/7 support to enterprise customers in more than 100 countries.
Key Responsibilities
- Define and communicate the vision for ESP's global Service Desk capability.
- Lead, coach and develop Service Desk managers and operational leaders.
- Contribute to company strategy as a member of the Senior Leadership Forum.
- Foster a culture of accountability, customer focus and continuous improvement.
- Lead the day‑to‑day delivery of a global 24/7 Service Desk operation.
- Ensure consistent achievement of SLA, KPI and customer satisfaction targets.
- Drive service quality, governance and operational performance across all regions.
- Ensure compliance with ITIL, ISO and Information Security standards.
- Lead the evolution of Service Desk technology and customer engagement platforms.
- Identify opportunities to improve customer journeys, analyst experience and operational efficiency through technology.
- Deliver or support implementation of Contact Centre as a Service (CCaa S), ITSM and automation solutions such as Genesys Cloud or equivalent enterprise platforms.
- Work closely with Technology, Architecture and Operational teams to implement scalable service improvements.
- Champion innovation through AI, self‑service, workflow automation and reporting capabilities.
- Build trusted relationships with enterprise customers and senior stakeholders.
- Lead service reviews and customer engagement activities.
- Partner with Sales and Marketing to showcase Service Desk capabilities.
- Represent the organisation during customer presentations, bids and service transition activities.
- Support solution design and operational planning for new opportunities.
- Contribute operational expertise during bids and customer proposals.
- Balance service quality with commercial performance and operational efficiency.
- Manage Service Desk operational budgets including staffing, licensing and platform costs.
- Monitor performance trends and identify opportunities for continual improvement.
- Present operational performance and strategic initiatives to Executive Leadership.
Qualifications
Essential
- Significant experience leading enterprise IT Service Desk or Service Operations teams.
- Demonstrable experience managing multi‑site or geographically distributed support functions.
- Experience delivering service improvement and operational transformation initiatives.
- Proven experience implementing, evolving or optimising Contact Centre or Service Management technologies such as Genesys Cloud, NICE CXone, Five9, Amazon Connect or equivalent platforms.
- Strong understanding of IT Service Management and ITIL best practice.
- Experience with enterprise ITSM platforms such as Service Now or equivalent.
- Excellent stakeholder management and customer engagement skills.
- Commercial awareness with experience supporting business growth.
- Strong leadership, communication and coaching capability.
Desirable
- ITIL Foundation or higher certification.
- Experience introducing AI, automation or digital self‑service capabilities.
- Experience within a Managed Services or Global Service Provider environment.
- Experience supporting globally distributed 24/7 operations.
Benefits
- Lead one of the industry's truly global Service Desk operations.
- Influence business strategy alongside Executive Leadership.
- Shape the future of customer support through technology and innovation.
- Drive meaningful transformation across people, process and platforms.
- Join a growing organisation with ambitious plans for global expansion.
- About ESP Global Services
ESP Global Services is a leading provider of IT and business support solutions, delivering exceptional services to customers across more than 100 countries.
With strategically located Service Desk centres in India, Trinidad, Romania, the United Kingdom and Ireland, we provide seamless 24/7 support through dedicated and leveraged delivery models.
Our Service Desks combine industry‑leading technology, ITIL best practices and highly skilled professionals to deliver exceptional customer experiences, rapid issue resolution and continual service improvement.
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StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Desks - Reading, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Esp Global Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Esp Global Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Service Desks - Reading, UK
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Esp Global Services:Your cover letter is your chance to shine! Tell us why you want to work at Esp Global Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Esp Global Services!
How to prepare for a job interview at Esp Global Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
