At a Glance
- Tasks: Lead the service desk team, ensuring top-notch ticket management and customer satisfaction.
- Company: Join Kerv Connected Cloud, a leader in cloud and networking solutions.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on innovation and teamwork.
- Why this job: Make a real impact by enhancing customer experiences and driving service excellence.
- Qualifications: Experience in service desk operations and familiarity with ITIL practices required.
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 Us
Kerv Connected Cloud brings together the capabilities of Kerv Connect and Kerv Transform to deliver high quality infrastructure transformation and managed services across cloud and networking. We help organisations transform and manage their environments with secure, automated network and cloud solutions that support data centres, branch offices and cloud platforms, alongside the managed IT services needed to operate them effectively.
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
- 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
- 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
- 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
- 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
You will live the Kerv values…
- Think Customer First
- Team is everything
- Spread good vibes
- Build future
- Do the right thing
Location: United Kingdom
Job Type: Full Time
Application Closing Date: 31st July 2026
Service Desk Operational Lead employer: Kerv
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 the adoption of innovative technologies, ensuring that our team members thrive in their roles. With a strong focus on customer satisfaction and a culture that values teamwork and positivity, Kerv offers a rewarding workplace where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Operational Lead
✨Tip Number 1
Network like a pro! Attend industry events or meetups related to service desk operations. It's a great way to connect with potential employers and get your name out there.
✨Tip Number 2
Don’t underestimate the power of LinkedIn! Make sure your profile is up-to-date and reflects your skills in ITIL practices and ticket management. Engage with posts and connect with people in the industry.
✨Tip Number 3
Prepare for interviews by practising common questions related to service desk operations. Be ready to discuss how you’ve improved SLA compliance or customer satisfaction in past roles.
✨Tip Number 4
Apply through our website! We’re always on the lookout for talent that aligns with our values. Plus, it shows you’re genuinely interested in joining our team at Kerv Connected Cloud.
We think you need these skills to ace Service Desk Operational Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in service desk operations and ITIL practices. We want to see how your skills align with our needs, so don’t hold back on showcasing relevant achievements!
Showcase Your Customer Focus:Since we value a customer-first approach, include examples of how you've improved customer satisfaction in previous roles. Share specific metrics or feedback that demonstrate your impact on the customer experience.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points for key achievements and avoid jargon unless it's relevant to the role. We appreciate clarity and professionalism!
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures your application gets to the right people quickly and helps us keep track of all candidates efficiently. Plus, it’s super easy!
How to prepare for a job interview at Kerv
✨Know Your Stuff
Make sure you brush up on your ITIL practices and have a solid understanding of ticket lifecycle management. Familiarise yourself with ServiceNow or any equivalent ITSM platform, as you'll want to demonstrate your hands-on experience during the interview.
✨Showcase Your Customer Focus
Since this role is all about delivering an exceptional customer experience, be ready to share examples of how you've improved customer satisfaction in previous roles. Highlight any specific metrics or feedback that showcase your success in this area.
✨Prepare for Scenario Questions
Expect questions that put you in real-life situations, like handling SLA breaches or managing escalations. Think through your past experiences and prepare to discuss how you approached these challenges and what the outcomes were.
✨Demonstrate Continuous Improvement Mindset
Kerv values efficiency and proactive service delivery, so come prepared with ideas on how you would drive improvements in ticket handling and process optimisation. Share any relevant experiences where you've implemented changes that led to better performance.
