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- Tasks: Lead and develop global Service Desk teams while enhancing incident management processes.
- Company: Join Vix Technology, a global leader in innovative public transit solutions.
- Benefits: Enjoy a supportive culture, learning opportunities, and a collaborative team environment.
- Other info: Diverse and inclusive workplace committed to equal opportunity for all.
- Why this job: Make a real impact in public transportation and drive service improvements.
- Qualifications: 3 years of experience in leading Service Desks and managing Major Incidents.
The predicted salary is between 50000 - 60000 £ per year.
Vix Technology is a global leader in providing innovative solutions for public transit, believing that accessibility should be a standard. With over 35 years of experience and systems deployed in more than 200 cities worldwide, we take a modular approach to integrate various partners and technologies, creating best-in-class solutions. Our dynamic team consists of over 450 dedicated professionals across 12 offices globally, spanning APAC, Europe, and North America. We pride ourselves on fostering a flexible and collaborative work environment that empowers our employees to connect and excel.
If you are passionate about making a difference in public transportation and thrive in a team-focused atmosphere, we invite you to apply and contribute to our vision of a more connected world.
We seek a proactive, imaginative problem solver who is eager to dive in, address challenges, and create something exceptional as our Service Desk Manager. If you are motivated by the opportunity to make a significant impact, this is your chance to excel.
- Service Desk Leadership & Capability Development
- Lead UK and US Service Desk teams, managing performance, mentoring, and capability growth.
- Standardise global processes, expand L1/L2 skills, manage shifts, and foster a customer-focused culture.
- Incident, Problem & Change Management Governance
- Own Incident Management lifecycle and governance of Problem and Change processes.
- Ensure effective triage, escalation, ticket hygiene, SLA compliance, and operational KPIs.
- Drive continuous improvement in incident handling and classification.
- Major Incident Coordination
- Coordinate Major Incident processes and bridge calls with Service Desk Managers (SDMs).
- Ensure communication standards, approve formats, prepare Post-Incident Reports, and track corrective actions.
- Enhance the Major Incident framework continually.
- Reporting, Performance & Continuous Improvement
- Manage monthly SLA and incident reports ensuring accuracy and contractual alignment.
- Analyse trends and incidents to drive service improvements and update operational standards.
Experience
- 3 years leading distributed or global Service Desks with expertise in managing Major Incidents within SLA-driven, ITIL-based environments.
- Proven ability in enhancing Service Desk maturity (L1/L2) and integrating AI for proactive IT solutions.
Technical Skills
- Expert in incident lifecycle governance, escalation, Major Incident coordination, and ITSM tool management.
- Skilled in service performance analysis, KPI reporting, monitoring, alert management, and maintaining ticket quality.
- Strong operational process discipline.
Soft Skills
- Confident leader with decision-making ability under pressure.
- Excellent written and verbal communication.
- Comfortable in technical discussions on IT, cloud, and infrastructure.
- Highly organised, process-oriented, and committed to continuous service improvement.
What's in it for you?
- A supportive culture with great on-site offices.
- A focus on learning and development.
- A great collaborative team culture.
Vix Technology is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and want to build a workforce as diverse as the community we serve. We aim to have a work environment where everyone feels included and everyone can realise their full potential.
Service Desk Manager in Manchester employer: Vix Technology Group
Contact Detail:
Vix Technology Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to current employees at Vix Technology on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Service Desk Manager role.
✨Tip Number 2
Prepare for the interview by brushing up on your incident management knowledge. Be ready to discuss how you've handled major incidents in the past and how you can bring that expertise to Vix Technology.
✨Tip Number 3
Show off your leadership skills! Think of examples where you've mentored team members or improved processes. Vix is looking for someone who can lead and inspire, so make sure to highlight those experiences.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Vix Technology team.
We think you need these skills to ace Service Desk Manager in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in managing Service Desks and handling Major Incidents. We want to see how your skills align with our needs, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: As a Service Desk Manager, leadership is key! Use your application to demonstrate your ability to mentor teams and drive performance. Share specific examples of how you've developed team capabilities or improved processes in previous roles.
Be Clear and Concise: When writing your application, clarity is crucial. We appreciate well-structured responses that get straight to the point. Avoid jargon unless it’s relevant, and make sure your passion for public transportation shines through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details about our company culture and values there!
How to prepare for a job interview at Vix Technology Group
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of incident management and ITIL processes. Vix Technology values expertise in these areas, so be ready to discuss your experience with managing Major Incidents and how you've improved service desk operations in the past.
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to lead teams effectively. Prepare examples of how you've mentored team members or standardised processes in previous roles. Highlight your ability to foster a customer-focused culture and how you've driven performance improvements.
✨Be Ready for Technical Discussions
Expect to dive into technical discussions about IT, cloud, and infrastructure during your interview. Brush up on relevant terminology and be prepared to explain how you've used ITSM tools to manage incidents and improve ticket quality.
✨Demonstrate Your Problem-Solving Skills
Vix Technology is looking for proactive problem solvers. Think of specific challenges you've faced in previous roles and how you tackled them. Be ready to discuss your approach to continuous improvement and how you've implemented changes that positively impacted service delivery.