Service Desk Manager

Overview

In this role you will lead LRQA’s worldwide Service Desk to deliver high-quality IT support. You will develop and mentor a global team of Service Desk Leads and Analysts, acting as a key escalation point for major incidents. You will drive continuous improvement of processes, tools, and service levels, aligning with ITIL practices. You will foster a service-centric culture and collaborate with IT peers to ensure seamless support across the business. This is a chance to shape the service experience as LRQA moves toward a digitally enabled, globally integrated IT function.

Responsibilities

• Oversee global Service Desk operations and ensure consistent support delivery
• Line manage 3 Service Desk Team Leads and 6 Analysts; support development
• Monitor KPIs/SLAs and drive process/tool improvements
• Implement ITIL practices and incident management procedures
• Act as escalation point for major incidents and coordinate with ITSM
• Collaborate with IT teams and stakeholders to align services
• Produce regular service reports and communicate updates to stakeholders
• Manage Service Desk tools and self-service capabilities; evaluate new technologies

Key requirements

• At least 5 years of experience managing a global or regional Service Desk
• Strong leadership experience with multiple reporting lines
• Background in IT service delivery in medium to large enterprises
• In-depth knowledge of ITIL (preferably ITIL 4)
• Familiarity with Halo ITSM or other enterprise ITSM tools
• Understanding of Windows, Active Directory, networking and cloud technologies
• Exceptional interpersonal and communication skills
• Strong analytical and problem-solving abilities; root cause analysis
• Ability to manage multiple priorities and work under pressure
• Customer-centric mindset
• Desirable: experience managing global teams across time zones; knowledge of agile & DevOps; relevant certifications (Microsoft, Cisco, cloud platforms)

• exceptional communication
• stakeholder engagement
• analytical problem-solving
• ITIL 4
• Halo ITSM
• Windows

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