Key Notes
Three years leading distributed or global service desks and major incidents in SLA-driven, ITIL-based environments is listed. The on-site Manchester role leads UK and US teams, owns incident, problem and change governance, and produces monthly SLA and incident reporting. It also develops L1 and L2 capability, coordinates major-incident bridges and tracks corrective actions across service operations.
What You'll Work On
- Lead UK and US Service Desk teams, managing performance, mentoring, shifts and L1 and L2 capability development.
- Own incident-management lifecycle and oversee problem and change governance, including triage, escalation, ticket quality, SLAs and operational KPIs.
- Coordinate major-incident bridge calls with Service Desk Managers, approve communications and prepare post-incident reports.
- Track corrective actions and continually improve the major-incident framework, incident classification and service-desk processes.
- Produce monthly SLA and incident reports, analyse trends against contractual commitments and update operational standards.
Why This Role Matters
- UK and US Service Desk users are supported by common incident, problem and change processes, so triage, escalation and service-level commitments follow shared operational standards.
- Vix’s contractual service reviews use the monthly SLA and incident evidence produced here to identify recurring issues, track corrective actions and update operational standards.
What They Are Looking For
- Experience: Three years leading distributed or global service desks and managing major incidents in SLA-driven, ITIL-based environments are sought.
- Experience: Improving L1/L2 service-desk maturity and integrating AI for proactive IT solutions are sought.
- Technical: Incident-lifecycle governance, escalation, major-incident coordination and ITSM-tool management are sought.
- Technical: Service-performance analysis, KPI reporting, monitoring, alert management and ticket-quality control are sought.