At a Glance
- Tasks: Lead a global service desk, ensuring seamless operations across regions and time zones.
- Company: Dynamic Managed Service Provider with a focus on growth and innovation.
- Benefits: Competitive salary, bonuses, and excellent benefits in a supportive environment.
- Other info: Opportunity for career growth and leadership development in a thriving business.
- Why this job: Make a real impact by shaping the future of a global service desk team.
- Qualifications: Experience in managing multi-region service desks and ITIL knowledge required.
The predicted salary is between 36000 - 44000 £ per year.
I’m recruiting a Global Head of Service Desk for a growing MSP.
It’s a big, hands-on job: a 24/7 desk spanning the UK, US and a new offshore team, with more than 60 engineers planned in to 2027.
- The team
- UK: 10 x L1, 20 x L2 and 10 x L3 engineers
- US: Team of 5 plus L3 support
- Offshore: Offshore team planned for 2027, plus a Service Desk Manager you’ll recruit to lead it
- L3 covers
Team supports Modern Workplace, Daa S, Networking, SRE (Solar Winds), Platform, internal datacentres and clients.
You’ll have an L1 Manager, two L2 Managers and an L3 Manager reporting to you, plus a new offshore Service Desk Manager. You’ll report to the Global Head of Service Operations.
- What you’ll be doing
- Owning the flow of work across L1 to L3 globally and balancing demand across regions and time zones
- Setting one way of working for every region, covering how tickets are triaged, assigned and moved on
- Getting rid of unmanaged queues, stale tickets and reactive working
- Owning SLA, OLA and XLA performance, plus first touch resolution, resolution times, backlog health, quality and CSAT
- Making sure your managers can tell you not just what’s in the backlog, but why it’s there
- Using dashboards as a live control tool, so you fix things before they go wrong rather than explaining them after
- Embedding the Ticket Handling Playbook and building quality into the process, not checking it at the end
- Acting as senior escalation point during P1 and P2 incidents while keeping BAU on track
- Making 24/7 handovers between regions seamless, with clear ownership and escalation
- The people side
This is just as important as the numbers.
You’ll lead Service Desk Managers and Team Leaders across every region and coach them to run their teams with real authority, without passing everything upwards.
They’ll want someone who spots future leaders, invests in engineers and gives people a genuine route from L1 through to L3 and beyond.
- What you’ll need
- Experience leading and scaling a multi-region or global service desk in an MSP
- Experience managing managers and team leads
- ITIL v4 Foundation
- A strong background in ITIL-aligned service desk environments
- A degree or equivalent experience in IT or technical service operations
- Nice to have
- ITIL v4 Managing Professional or Strategic Leader
- Halo PSA or similar PSA certifications
- Experience running high-volume, SLA-driven operations
- Experience running globally distributed, 24/7 teams
- The type of person they want
Someone who’s calm under pressure and doesn’t create an escalation culture.
Structured, methodical, and clear when they communicate.
More interested in outcomes than activity.
Just as comfortable building a team up as getting into the detail of a ticket queue.
- The practical bits
- Office based in Milton Keynes, Monday to Friday, plus on-call for only the highest major escalations (unlikely).
- Permanent, with an excellent salary, bonus and benefits
- A growing business where you’ll have real input into how the desk runs
- #J-18808-Ljbffr
Global Head of Service Desk in Milton Keynes employer: Perfect People
Perfect People provides a supportive work culture with a focus on employee development and flexibility. The company offers competitive salaries and benefits, making it an attractive employer for professionals in the IT sector.
StudySmarter Expert Advice🤫
We think this is how you could land Global Head of Service Desk in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Perfect People. 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 Perfect People 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 Global Head of Service Desk in Milton Keynes
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 Perfect People:Your cover letter is your chance to shine! Tell us why you want to work at Perfect People 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 Perfect People!
How to prepare for a job interview at Perfect People
✨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.
