Service Desk Ops Manager

hackajob is collaborating with DXC Technology to connect them with exceptional professionals for this role.

Job Description:

Location: Farnborough, Hampshire, UK

Employment Type: Permanent, Full-Time

Security Clearance: Developed Vetting (DV) - Essential

DXC Technology is seeking a highly skilled Master Scheduler to support delivery across a secure, high-profile client environment.

This is a critical role responsible for developing, maintaining, and assuring integrated project and programme schedules, ensuring alignment across multiple work streams, dependencies, and stakeholders.

At DXC Technology, we are committed to creating an inclusive workplace where everyone can thrive. We actively encourage applications from neurodiverse individuals, women, and other underrepresented groups in technology.

Job Description

Lead and manage the IT Service Management (ITSM) Service Desk operation, ensuring the delivery of high-quality IT support services aligned with ITIL best practices. Drive exceptional customer experience while maintaining Service Level Agreement (SLA) compliance and fostering a culture of continual service improvement. Act as the single point of accountability for Service Desk performance, representing the function to senior leadership and client stakeholders.

Reporting Line

Reports to:

Operational Service Management (OSM) Manager / IT Service Delivery Director

Direct Reports:
Service Desk Team Leads, Senior Service Desk Analysts, Service Desk Analysts

Key Responsibilities

Service Delivery & SLA Management

• Own end-to-end Service Desk operations, ensuring all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met or exceeded
• Monitor and report on service performance metrics including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), abandonment rates, and ticket volumes
• Manage incident escalation processes to minimise business impact and ensure timely resolution
• Conduct regular service reviews with stakeholders, presenting performance data, trend analysis, and improvement plans
• Ensure accurate and timely production of daily, weekly, and monthly operational reports
• Manage service desk budgets, forecasting costs, and identifying cost optimisation opportunities
• Oversee vendor and third-party supplier relationships relevant to Service Desk tooling and services
• Ensure Business Continuity and Disaster Recovery plans are in place and tested for the Service Desk function

ITIL Best Practice

• Ensure Service Desk operations are aligned with ITIL 4 frameworks, specifically Incident Management, Request Fulfilment, Knowledge Management, Problem Management, and Service Request Management
• Maintain and improve standard operating procedures (SOPs), work instructions, runbooks, and knowledge articles
• Drive adoption of ITIL processes across the team, ensuring consistent and repeatable service delivery
• Support Major Incident Management (MIM) and contribute to Problem Management activities to reduce repeat incidents
• Ensure effective Change Enablement awareness within the team to minimise change-related incidents
• Govern the Service Catalogue, ensuring offerings are current, clearly defined, and aligned to business needs
• Ensure compliance with Information Security Management policies and data protection regulations (e.g., GDPR)

Customer Experience

• Champion a customer-first culture across the Service Desk team, embedding customer experience into every interaction
• Analyse customer feedback (CSAT/NPS) and implement targeted improvements based on insights
• Ensure professional, empathetic, and efficient communication at all customer touchpoints - phone, email, chat, portal, and walk-up
• Build and maintain strong relationships with key business stakeholders through regular engagement
• Act as the escalation point for customer complaints, ensuring swift and satisfactory resolution within agreed time frames
• Design and implement customer journey mapping to identify pain points and optimise the support experience
• Develop and maintain a communication strategy for planned outages, service changes, and major incidents
• Establish and monitor Voice of the…