At a Glance
- Tasks: Lead and improve Service Desk Operations for multiple enterprise customers.
- Company: Dynamic Managed Services organisation focused on modernising support services.
- Benefits: Competitive salary, flexible working, generous leave, and personalised career development.
- Other info: Opportunity to drive automation and build a high-performing service function.
- Why this job: Shape the future of Service Desk Operations and enhance customer experience.
- Qualifications: Experience in Managed Services, ITIL practices, and leading operational support teams.
The predicted salary is between 55000 - 65000 £ per year.
The Service Desk Operations Manager will lead, mature, and continuously improve the Managed Services Service Desk Operations capability across multiple enterprise customer environments. This is a senior operational leadership role responsible for delivering a high-performing, ITIL-aligned Service Desk capability, providing the central Single Point of Contact (SPOC) for end users across Incident Management, Service Request Fulfilment, workplace support, and user experience.
The Service Desk Operations Manager will lead the Service Desk Operations function, driving operational excellence, governance, service maturity, and continual improvement. A key objective of the role is to transform the Service Desk from a reactive support function into a proactive Managed Services capability through process improvement, automation, knowledge management, shift-left initiatives, and data-driven operational insight.
This is a key leadership opportunity within a growing Managed Services organisation that is focused on modernising and maturing its support services capability. You'll have the opportunity to shape the future Service Desk Operations operating model, improve customer experience across multiple enterprise environments, introduce proactive support and service improvement initiatives, drive automation and operational efficiencies, and build a scalable, high-performing Managed Services capability aligned to industry best practice.
Requirements
- Significant experience working within a Managed Services Provider (MSP) environment
- Proven experience leading Enterprise Service Desk, Desktop Support, or End User Computing (EUC) operations
- Experience managing operational support teams and building high-performing service functions
- Strong understanding of ITIL-aligned Service Management practices
- Demonstrable experience across Incident Management, Major Incident Management, Service Request Fulfilment, Escalation Management, SLA and KPI Management, Queue Management
- Experience using ServiceNow or other enterprise ITSM platforms
- Proven track record of delivering Service improvement initiatives, Shift-left strategies, Automation programmes, Operational maturity improvements
Benefits
- Competitive Salary
- Personalised Career Development
- Flexible working
- Fantastic Benefits Package
- Generous annual leave allowance
- Enhanced family friendly benefits
- Pension scheme
- Access to private health, well-being, and insurance schemes
- Employee assistance programme
- Discounted cash plan
Service Desk Operations Manager employer: Sword Group
Sword Group is an exceptional employer that fosters a dynamic and innovative work culture in the heart of Glasgow. With a strong emphasis on employee growth, we offer extensive training opportunities and encourage professional development, particularly for those passionate about network engineering and security. Our commitment to delivering impactful projects in critical sectors ensures that our team members are engaged in meaningful work while enjoying a collaborative and supportive environment.
