Service Desk Manager

[Applicants must have the right to work in the UK without work sponsorship.]

Who we are

Xydus fulfils every authentication requirement with identity management software created to flex into any process or technology, backed by the most comprehensive array of global patents for digital identity and biometrics.

A single platform with capabilities to validate, verify, authenticate, and deliver against any identity framework working with trusted brands such as the NHS, Vodafone, Novuna, Amazon, Transunion, and PWC.

Our dynamic and diverse teams are based in central London and remotely across 8 different regions. We operate flexible remote/hybrid working and offer all team members the opportunity to make a difference and shape the future of the company.

About the role

As the Service Desk Manager, you will build and manage our Service Desk Team, ensuring the delivery of a world class service and strong customer engagement.

You will own, maintain and embed service desk procedures, as well as providing, driving and reviewing our service desk strategic direction.

Ensuring the service team is properly equipped and resourced to meet demand, you will own service desk performance, identify areas for improvement and make constructive suggestions for change.

Key Responsibilities

• Manage the channel partner service desks
• Manage the direct clients service desk
• Triage all service desk requests
• Act as 1st line support for incidents
• Manage 2nd line support team
• Develop and run out of hours system
• Develop knowledge base of issues and resolution
• Work with 3rd line support development teams to resolve long term issues
• Build a service desk team to meet demand
• Making sure all requests are responded to within a timely manner and resolved with a high level of quality
• Management and improvement of key service desk processes and raising of our standards
• Reporting on the performance of the service desk and providing metrics
• Management of workload, rotas for service desk team
• Reviewing incident feedback from customers in order to outline process improvements and/or highlight development areas within the team

Skills and Experience

Essential

• Must possess a “Positive can-do” attitude
• Possess a collaborative approach to working activities
• Excellent communication skills both written & verbal
• Must be able to work under pressure
• Good problem-solving skills
• Must be a self-starter
• A good team player
• Must be able to take ownership of a given task and see it through to conclusion
• An understanding and experience of working within an Agile environment
• Demonstrable experience managing and leading a service desk
• Experience of managing and leading employees
• Experience with Jira Service Desk or similar
• A technical background

Benefits

• 25 days Holiday plus 8 days bank holiday per year
• Share options
• Private Healthcare Cover
• Flexible working remote/hybrid

As an equal opportunities’ employer, Xydus is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Xydus.