At a Glance
- 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: Be part of a diverse workforce committed to inclusion and growth.
- 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 45000 - 50000 £ per year.
Make The Connection. 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.
Requirements
- 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.
Benefits
What's in it for you? Besides the opportunity to work for a global company that is customer and people focused. We offer:
- A supportive culture with great on-site offices
- A focus on learning and development
- A great collaborative team culture
Sounds good? Then apply now. Get on board today!
No recruitment agencies, please! We won't accept any introductions.
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 Support Manager in Manchester employer: Vix Technology
Vix Technology is an excellent employer for those looking to make a meaningful impact in the transport and ticketing sector. With a strong focus on employee growth, we offer comprehensive training and development opportunities, fostering a collaborative work culture that values innovation and teamwork. Located in the UK, our team enjoys a dynamic environment where every project contributes to enhancing public transport experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Service Support Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vix Technology. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vix Technology before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Support Manager in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vix Technology:Your cover letter is your chance to shine! Tell us why you want to work at Vix Technology specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vix Technology!
How to prepare for a job interview at Vix Technology
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
