Global Service Desk Manager

1 month ago

London, United Kingdom CV-Library Full time

Global Service Desk Manager

Reference number: JR(phone number removed)

Location: Hybrid working - home and our office based near London Bridge

Working pattern: Full Time, 37.5 hours per week

Contract Type: Permanent

Number of roles: 1

Salary: £50,000 per annum

We are looking for a Global Service Desk Manager to join our team.

As the Global Service Desk Manager, you will be pivotal in supporting Kaplan International’s IT leadership to deliver seamless, high-quality service across a diverse, global user base. Reporting into the Head of Support Services, you will manage teams across the Americas, Southeast Asia, Europe, India, and the UK, you will be responsible for driving service excellence and implementing strategies that enhance customer satisfaction and operational efficiency. You’ll oversee continual improvement initiatives, establish key performance metrics, and foster alignment with the IT management team to ensure Kaplan’s technology services deliver maximum business value.

This is an excellent opportunity for someone who may be currently working as an IT Service Desk Manager, who is looking to expand their skills and build their career with an industry leader.

Global Service Desk Manager - What you’ll bring to the role

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Extensive experience in global service desk management, with a focus on operational efficiency, service quality, and team leadership.

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Strong understanding and experience with ITIL and ITSM frameworks; ITIL certification is preferred.

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Excellent analytical skills, able to interpret performance metrics and drive continuous improvement.

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Exceptional communication skills with the ability to engage and influence stakeholders across different regions and cultures.

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Familiarity with common service desk tools and technologies (e.g., FreshService, JIRA).

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Strong organizational skills with the ability to manage multiple tasks, priorities, and stakeholders effectively.

What we do

Kaplan International, a division of Kaplan Inc., is a leading for-profit company in the field of international education, which offers Higher education programmes for students in the UK, USA, Australia, Singapore and Hong Kong, English language courses across locations in UK, Ireland, USA, Canada, Australia and New Zealand and vocational training for financial services sector in Australia. We welcome students from more than 100 countries around the world. Kaplan Inc. is owned by Graham Holdings (NYSE: GHC) To find out more about us and our different business areas, please visit our website.

Global Service Desk Manager - What we offer

As well as a competitive salary, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:

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28 days annual leave*

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Big discounts on Kaplan courses for you and your family

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24/7 confidential helpline providing counselling and other support services

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Company pension contributions

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Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels

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Medicash Health Cash Plan

*Please note that the annual leave entitlement will be calculated on a pro rata basis if the role is part time

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