At a Glance
- Tasks: Manage the Service Desk, ensuring top-notch customer support and operational excellence.
- Company: Join a forward-thinking tech company dedicated to making rail travel accessible for everyone.
- Benefits: Enjoy private healthcare, a pension scheme, hybrid working, and 25 days holiday.
- Other info: Work in a culture that values ownership, clarity, and impactful contributions.
- Why this job: Make a real impact in customer success while shaping the future of rail accessibility.
- Qualifications: Experience in customer operations and strong problem-solving skills are essential.
The predicted salary is between 45000 - 55000 € per year.
Accessible rail travel depends on systems that work reliably in live environments. Our Passenger Assistance platform turns passenger assistance requests into coordinated action inside live rail operations. We are hiring a Service Desk and Operations Manager to take ownership of our customer support function and its ongoing development. This role sits at the intersection of customer success, product, and service delivery—ensuring our clients receive a consistently high-quality support experience while helping us scale and mature our Service Desk capability. You will act as the subject matter expert (SME) across our product suite, oversee support cases beyond first-line resolution, and play a key role in shaping processes, documentation, and client engagement. Reporting directly to the Head of Customer Success, this is a high-impact role with significant scope to influence how support operates across the business.
Transreport exists to remove structural barriers in rail travel. Our vision is that everyone has access to travel everywhere. As a Series A technology company and recipient of a King’s Award, we operate across the UK, Japan and the EU, delivering award-winning accessibility and safety platforms that have supported over 10 million assistance requests for more than 1 million users. As our operational demands grow, we are seeking someone who can strengthen our Service Desk capability, acting as the operational bridge between customers, product, and engineering while helping us scale support across a growing product and client landscape.
Outcomes & Impact
- Within 6 months, you will:
- Establish yourself as the operational owner of the Service Desk and trusted escalation point for complex support issues
- Develop a strong understanding of Transreport’s products, customers, and operational environment
- Improve visibility and consistency across support processes, documentation, and incident management
- Build strong working relationships across Customer Success, product, and engineering teams
- Help drive SLA adherence and improve the overall support experience for customers
- Within 12 months, you will:
- Contribute to the continued maturation and scalability of the Service Desk function
- Introduce measurable operational improvements through reporting, tooling, automation, and process optimisation
- Be a trusted operational representative for key customers during incidents, escalations, and service discussions
- Support the wider business in delivering a consistent, high-quality support experience as Transreport continues to grow
Tasks
- Service Desk Ownership
- Own and manage the day-to-day operation of the Service Desk
- Have oversight of all incoming cases, ensuring timely triage, prioritisation, and resolution
- Act as the escalation point for complex or high-impact issues
- Take ownership of second-line and above support cases
- Ensure that SLAs are consistently met
- Incident & Problem Management
- Lead incident response for major or high-severity issues
- Coordinate internal teams during incidents and provide clear client communication
- Drive root cause analysis and ensure preventative measures are implemented
- SME & Product Liaison
- Develop deep expertise across Transreport’s product suite
- Act as the bridge between product and support teams
- Translate technical changes into clear support guidance and client-facing communications
- Feed customer insights back into product development
- Process & Documentation
- Design, implement, and continuously improve support processes
- Create and maintain internal knowledge bases and client-facing documentation
- Develop training materials to support onboarding and ongoing enablement
- Use AI tools to streamline processes and support efficient case resolution
- Client Engagement
- Act as the face of the Service Desk for key clients
- Build strong relationships with client service management teams
- Provide updates on incidents, trends, and service performance
- Service Desk Growth & Strategy
- Help unify support across multiple products into a cohesive function
- Support the expansion of the Service Desk to new clients
- Contribute to tooling, reporting, and service design decisions
- Performance & Reporting
- Monitor KPIs such as SLAs, response times, and resolution rates
- Identify trends and drive continuous improvement initiatives
- Own and manage client service meetings
Requirements
- Must Haves
- Experience in a Service Desk, technical support, or customer operations role
- Strong problem-solving skills and ability to manage complex issues
- Ability to understand and interpret technical issues and support troubleshooting efforts
- Excellent communication skills with both technical and non-technical stakeholders
- Ability to work cross-functionally with product, engineering, and customer teams
- Experience creating documentation, processes, or training materials
- Nice to Haves
- Experience managing or scaling a Service Desk function
- Client-facing experience and relationship management skills
- Familiarity with incident and problem management practices
- Experience with support tools (e.g. Jira, Zendesk or similar)
- Experience using AI tools or automation within a Service Desk environment
Qualifications (Desirable, Not Essential)
- ITIL Foundation or higher, or a desire to attain this while in role
- Service Desk Institute (SDI) Certification
- Experience working in a SaaS or technology environment
Benefits
- Private healthcare after your probation (including children)
- Company pension scheme
- Hybrid working model
- 25 days holiday
- Volunteering Leave
- Free flu jab for you and your family
Culture & Operating Principles
- Ownership over hierarchy
- Clarity over bureaucracy
- Impact over job titles
We operate with high autonomy and high accountability. People are expected to raise risks early, communicate clearly, and take responsibility for outcomes.
Service Desk and Operations Manager employer: Transreport Limited
Transreport is an exceptional employer that champions accessibility in rail travel, offering a dynamic work environment where innovation meets purpose. With a strong focus on employee growth, we provide opportunities for professional development and the chance to make a meaningful impact in the lives of millions. Our hybrid working model, comprehensive benefits including private healthcare, and a culture that values ownership and accountability make us an attractive choice for those seeking a rewarding career in customer support and operations.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk and Operations Manager
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their mission and how your skills can help them achieve their goals. This will show you're genuinely interested and ready to contribute.
✨Tip Number 3
Practice your problem-solving skills! Since this role involves managing complex issues, be ready to discuss how you've tackled challenges in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re keen on joining our team and are familiar with our processes.
We think you need these skills to ace Service Desk and Operations Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in service desk management and customer support. We want to see how your skills align with our mission of improving accessible rail travel.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex issues in previous roles. We love seeing candidates who can think on their feet and come up with effective solutions!
Highlight Your Communication Skills:Since this role involves liaising with both technical and non-technical stakeholders, make sure to demonstrate your ability to communicate clearly. Share instances where you’ve successfully bridged the gap between teams.
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates from us!
How to prepare for a job interview at Transreport Limited
✨Know the Product Inside Out
Before your interview, dive deep into Transreport’s products and services. Understand how the Passenger Assistance platform works and be ready to discuss how you can enhance customer support based on your knowledge of the product suite.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully managed complex issues or escalations. Highlight your approach to incident management and how you’ve improved processes in previous roles.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing technical concepts. Remember, you’ll need to bridge the gap between technical and non-technical stakeholders, so being able to explain things simply is key.
✨Demonstrate Your Collaborative Spirit
Be ready to discuss how you’ve worked cross-functionally in the past. Share specific instances where you’ve collaborated with product, engineering, or customer teams to achieve a common goal, as this role requires strong teamwork.
