Global Service Desk Manager

Global Service Desk Manager

Leeds Area (Hybrid)

Circa £60k

As the Global Service Desk Manager, you’ll take the reins of our 24/7 multi-lingual service desk teams distributed across three continents, driving customer engagement and ensuring world-class technical service delivery.

Your leadership will be instrumental in maintaining and embedding best practices in our service desk operations. We are seeking an experienced and results-driven professional to join our team who will be responsible for leading from the front as you will be directly managing a large team.

Key Responsibilities:

Global Support Delivery:

• Lead from the front, interfacing with new and key clients on all issues concerning the portfolio of solution.
• Determine KPIs to determine success and efficiency of our support team
• Manage multiple support ticket queues (within Zendesk) to maintain SLAs, prioritization and the timeliness of response across L2, L3 and Escalation teams.
• Drive service performance and propose innovative improvements.
• Work hand-in-hand with client services, enterprise services, implementation and other team to ensure customers receive a world-class service from day one.
• Build and nurture strong client relationships and recognize when customers need extra touch.
• Oversee service review meetings and provide progress reporting to Global Director of Customer Success.
• Strive to become a technical SME for the product set and a point of technical reference for the business.
• Instil with the team a high first-time fix rate.
• Oversee the escalation of incidents.
• Identify resource requirements and assign individual responsibilities.
• Ensure that KPIs are effectively measured and monitored, and any variations are immediately communicated.
• Take the lead in building out process, guidance, and communications in line with industry best practice.
• Identify opportunities for continual improvement that add value and drive the organization forward.

Support Team Improvements:

• Develop and communicate documented processes and methods for handling frequent support issues
• Own the relationship between customer issues and our development platforms, including linking cases to JIRA for internal development issues, and cases to OEMS for issues with our suppliers
• Maintain solid documentation for customer environments
• Build and maintain an accessible knowledge base that can be used by the support team, the Sales Engineers, our customers, and any future tooling (such as language models) leveraged to deliver support

Quality Assurance:

• Drive high quality ticket closures by identifying what KPIs lead to tickets with the most satisfactory resolutions and limit re-opening
• Perform regular Net Promoter Score testing to ensure customer satisfaction
• Ensure communication with customers is professional, accurate, and timely
• Refine KPIs to demonstrate success rate of support staff

Reporting:

This position will report to the Global Director of Customer Success and take guidance from all senior leadership within the business.

About You:

• Proven experience managing and leading a 24/7 service desk.
• A technical background and experience in an MSP environment.
• Exceptional communication skills and the ability to lead teams, and team leaders, including those who are remote.
• Major incident management experience is advantageous.
• Experience with Rubrik or similar backup technology is a major advantage
• Flexibility with working hours given that the service desk is 24/7
• A full, valid driving licence would also be beneficial given the office location.
• Understanding of ITIL Processes and Framework.
• Strong structured problem-solving techniques.
• Willingness and ability to work in a fast-paced and rapidly growing environment.
• An ability to learn and grow within the role – obsessed with delivering the best possible experience to consumers of the services and committed to continuous service optimization and enhancement.