Service Desk and Operations Manager

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.

Strategic Context

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

We value: Clarity over bureaucracy. We operate with high autonomy and high accountability. People are expected to raise risks early, communicate clearly, and take responsibility for outcomes.

Interview Roadmap

• Screening Call (30 mins) – An introductory conversation about your background and the role.
• Case Study & Presentation (1 hour) – You’ll receive a case study in advance and present your proposed solution to the team.
• Final Culture Conversation (45 mins) – Leadership alignment, a final discussion around team fit, ways of working, and company values.

We’re a Disability Confident employer and we welcome applications from disabled candidates. If you need any adjustments at any stage of the recruitment process, please tell us what would help - we’ll work with you to make the process as accessible as possible. We also offer a Guaranteed Interview Scheme (GIS) for candidates who consider themselves to have a disability as defined under the Equality Act 2010. If you indicate this option in your application and your application demonstrates that you meet the essential criteria for the role, you’ll be invited to interview or assessment. Choosing GIS doesn’t guarantee a job offer. If you have any questions, please get in touch.