Service Desk Ops Manager


Company:	DXC Technology
Salary:	Competitive Salary
Hours:	Full-time
Location:	London
Working pattern:	On-site
Job type:	Permanent
Posting date:	28 Oct 2026
Closing date:	27 Nov 2026

Apply for this job

Summary

Role Summary:

Senior Service Desk Operations Manager responsible for leading a large-scale IT Service Desk, typically 15 to 50+ staff, with overall accountability for service performance, customer experience and continual improvement. The role requires strong ITIL/ITSM operational leadership, SLA/KPI management, people management and stakeholder engagement within a secure customer environment.

Essential requirements

Key Skillsets Service Desk Leadership End-to-end Service Desk / IT Support Operations Leadership of 15 to 50+ Service Desk Analysts and Team Leads Workforce planning, shift management and resource allocation Experience managing 24/7 or extended-hours operations Coaching, performance management and team development ITIL / ITSM Strong ITIL 4 knowledge and experience Incident & Major Incident Management Problem Management Request Fulfilment / Service Request Management Knowledge Management Change Enablement Service Catalogue management SOPs, runbooks and knowledge articles SLA, KPI & Performance Management Strong experience managing SLAs and KPIs FCR, AHT, CSAT, NPS, abandonment rates and ticket volumes Operational reporting and trend analysis Root cause analysis of SLA breaches Service reviews and performance improvement plans Continual Service Improvement CSI / Continual Service Improvement Service improvement programmes and CSI registers Shift-left strategies Automation, AI and self-service initiatives Tracking ROI and business value from improvements Customer & Stakeholder Management Strong customer-focused service delivery Senior client and stakeholder management Customer complaints and escalations Voice of the Customer and customer journey improvements Major incident and outage communications Technology / Tooling Experience managing ITSM platforms Self-service portals and knowledge bases Virtual agents / chatbots Service Desk automation Telephony, ACD and IVR ITSM tool integrations and upgrades Operational Management Budget and cost management Vendor / third-party management Business Continuity & Disaster Recovery Information security and GDPR awareness Quality assurance, call monitoring and ticket audits

Apply for this job

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.