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Head of Service Desk Operations

2 months ago

Reading, United Kingdom Xact Placements Limited Full time

Head of Service Desk Operations

Our client are a Managed Service Provider based in Reading. They are currently looking for a Head of Service Desk Operations to lead their team.

Main Goal

Lead, manage, and develop our Service Desk operations and associated services.

Key Responsibilities

Vision & Strategy:

  • Define and communicate a clear vision aligned with the company strategy.
  • Contribute to divisional strategy, focusing on growth opportunities.

Resource & Capacity Management:

  • Oversee a team of 85+ employees and flexible resources.
  • Manage an annual budget of £15-20m covering operational costs.
  • Ensure effective capacity planning and resource allocation.

Operational Excellence:

  • Implement and evolve ITIL best practices.
  • Ensure continuous service improvement and high customer satisfaction.
  • Drive technical enhancements and operational efficiencies, including AI integration.

Team Leadership:

  • Support and develop Service Desk managers and their teams.
  • Foster a high-performance culture focused on teamwork and service excellence.
  • Implement a structured talent management program.

Customer Engagement:

  • Manage direct and indirect customer interactions.
  • Handle escalations and ensure consistent customer satisfaction.
  • Work closely with the ICT Client Success Team for seamless customer onboarding.

Performance Management:

  • Monitor and report on KPIs and SLAs.
  • Drive continual service improvement to achieve world-class service levels.

Third-Party Management:

  • Manage strategic partnerships with third-party suppliers.
  • Ensure governance and cost-effective third-party management.

Commercial & Financial Management:

  • Manage the cost of sale budget within Service Desk Operations.
  • Contribute to the growth of managed and security services.

Requirements

  • Experience: Ideally 10+ years in Service Leadership, 5+ years in Service Desk Leadership.
  • Certifications: ITIL, MSP/MSSP experience preferred.
  • Skills: Strong technical knowledge, proven team management, excellent communication, strong analytical and financial acumen.
  • Competencies: Leadership, strategic alignment, customer focus, continuous improvement, and effective resource management.