At a Glance
- Tasks: Lead the service desk team, ensuring top-notch ticket management and customer satisfaction.
- Company: Join Kerv Connected Cloud, a hybrid working environment focused on innovation and teamwork.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Be part of a dynamic team that values collaboration and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and driving service excellence.
- Qualifications: Experience in service desk operations and strong communication skills are essential.
The predicted salary is between 50000 - 60000 £ per year.
Please note: We are a hybrid working company and this role will require attending our Liverpool St. Central London office a couple of times a week.
About the role
The Service Desk Operational Lead is responsible for owning the lifecycle, quality, and performance of all service desk tickets across Kerv Connected Cloud. This role ensures that incidents, requests, and problems are managed in line with contractual SLAs and XLAs, while delivering an exceptional customer experience. Acting as the operational control point for ticket governance, the role drives consistency, accountability, and continuous improvement across service desk and resolver teams, ensuring that service delivery is efficient, proactive, and customer-focused.
Your part to play
- Ticket Lifecycle Management
- Own end-to-end management of all service desk tickets (incidents, service requests, and escalations)
- Ensure all tickets are correctly logged, categorised, prioritised, and assigned in line with agreed processes
- Maintain data integrity within ServiceNow (or equivalent ITSM platform)
- Drive adherence to ticket hygiene standards (updates, notes, categorisation, closure quality)
- SLA & Performance Management
- Monitor ticket queues to ensure compliance with response and resolution SLAs
- Proactively identify and address SLA breaches and at-risk tickets
- Lead daily SLA reviews and service desk performance stand-ups
- Produce and analyse SLA performance reports, identifying trends and improvement actions
- Customer Experience Ownership
- Ensure all customer interactions via tickets are professional, timely, and aligned with Kerv's customer-first principles
- Drive improvements in customer satisfaction (CSAT) and experience-based metrics (XLA)
- Promote proactive communication and expectation management with clients
- Operational Control & Escalation Management
- Act as the central point of control for ticket flow across L1, L2, and L3 teams
- Manage ticket escalations internally and externally to ensure timely resolution
- Ensure clear ownership for all tickets, eliminating orphaned or stalled work
- Continuous Improvement & Governance
- Identify inefficiencies in ticket handling and implement process improvements
- Collaborate with Problem Management to reduce recurring incidents
- Assist with standardisation through templates, automation, and best practices
- Support the adoption of AI tooling (e.g., ServiceNow Now Assist, Copilot) to improve efficiency and quality
- Reporting & Stakeholder Management
- Provide regular reporting on ticket volumes, SLA performance, backlog health, and trends
- Present insights and recommendations to internal leadership
- Work closely with Service Delivery Managers to align ticket performance with contractual commitments
Key Measures of Success
- SLA compliance (response and resolution targets)
- Reduction in SLA breaches and backlog volume
- Ticket quality and data accuracy metrics
- Customer satisfaction (CSAT) and XLA improvements
- Efficiency gains in ticket handling and queue management
All about You
Essential
- Proven experience in a Service Desk, IT Operations, or MSP environment
- Understanding of ITIL practices (Incident, Request, Problem Management)
- Experience managing ticket queues and SLA performance
- Hands-on experience with ITSM tools (preferably ServiceNow)
- Excellent communication and stakeholder management abilities
Desirable
- Experience working within a Managed Service Provider (MSP)
- Exposure to XLA / experience-led service delivery models
- Familiarity with automation and AI tools in service management
- ITIL Foundation (or higher) certification
You will live the Kerv values
- Think Customer First
- Team is everything
- Spread good vibes
- Build future
- Do the right thing
Service Desk Operational Lead in London employer: Kerv Interactive
Kerv Connected Cloud is an exceptional employer that prioritises a hybrid working model, allowing flexibility while fostering a collaborative environment in our Liverpool St. Central London office. We are committed to employee growth through continuous improvement initiatives and provide opportunities for professional development in IT service management, all while maintaining a strong focus on customer satisfaction and team spirit.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Operational Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kerv Interactive. 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 Kerv Interactive 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 Service Desk Operational Lead in London
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 Kerv Interactive:Your cover letter is your chance to shine! Tell us why you want to work at Kerv Interactive 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 Kerv Interactive!
How to prepare for a job interview at Kerv Interactive
✨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.
