hackajob is partnering directly with DXC Technology to hire for this role.
Job Description:
DXC Technology is committed to building diverse, inclusive teams. We welcome applications from all backgrounds and particularly encourage interest from women, underrepresented groups, and neurodivergent candidates. We offer reasonable adjustments throughout the hiring process and are dedicated to creating a supportive, accessible environment for everyone.
Service Desk Ops Manager
Location: London (onsite 5 days per week)
Due to the nature of the work and the customers we support, the successful candidate must be eligible to meet UK Government and contractual personnel security requirements, including the applicable residency requirements for the role, and have the right to work in the United Kingdom. Some roles may also be subject to nationality requirements where these are necessary to meet UK Government or contractual security obligations.
You will 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.
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 volumes
Manage incident escalation processes to minimise business impact and ensure timely resolution.
Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans.
Ensure accurate and timely production of daily, weekly, and monthly operational reports.
Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities.
Ove...
Service Desk Ops Manager in Farnborough employer: Hackajob
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