At a Glance
- Tasks: Lead the service desk team, ensuring top-notch ticket management and customer satisfaction.
- Company: Join Kerv, a hybrid working tech company focused on innovation and customer-first principles.
- Benefits: Enjoy flexible working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on continuous improvement and teamwork.
- Why this job: Make a real impact by improving customer experiences and driving operational 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 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 Central London office. We are committed to employee growth through continuous improvement initiatives and provide opportunities for professional development in a supportive culture that values customer-first principles and teamwork. Join us to be part of a dynamic team where your contributions directly enhance service delivery and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Operational Lead
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know someone who knows someone, and a personal recommendation can really give you the edge.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to service desk operations. We suggest role-playing with a friend to get comfortable with your responses and showcase your expertise.
✨Tip Number 3
Don’t forget to follow up after your interviews! A quick thank-you email can keep you fresh in their minds and show that you’re genuinely interested in the role. We love a good follow-up!
✨Tip Number 4
Apply through our website for the best chance of landing that Service Desk Operational Lead role. We make it easy for you to showcase your skills and experience directly to the hiring team!
We think you need these skills to ace Service Desk Operational Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Desk Operational Lead. Highlight your experience with ticket management, SLAs, and customer service. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how you embody our Kerv values. Keep it concise but impactful – we love a good story!
Showcase Your ITIL Knowledge:Since understanding ITIL practices is essential for this role, make sure to mention any relevant certifications or experiences. We’re keen to see how you’ve applied these principles in real-world scenarios.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Kerv Interactive
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL practices, especially around Incident, Request, and Problem Management. Be ready to discuss how you've applied these principles in your previous roles, as this will show your understanding of the framework and its importance in a Service Desk environment.
✨Showcase Your Ticket Management Skills
Prepare specific examples of how you've managed ticket queues and ensured SLA compliance in past positions. Highlight any tools you've used, like ServiceNow, and be ready to discuss how you maintain data integrity and drive ticket hygiene standards.
✨Customer Experience is Key
Since this role focuses heavily on customer satisfaction, think of instances where you've improved customer interactions or resolved issues effectively. Be prepared to share metrics or feedback that demonstrate your impact on CSAT and XLA improvements.
✨Emphasise Continuous Improvement
Discuss any process improvements you've implemented in previous roles, especially those that reduced inefficiencies in ticket handling. Mention your experience with automation and AI tools, as well as how you've collaborated with teams to enhance service delivery.
