Service Desk Ops Manager

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 workstreams 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 timeframes
• 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 Customer (VoC) programmes to capture qualitative and quantitative feedback

Continual Service Improvement (CSI)

• Identify propose and implement service improvements through data-driven analysis and trend identification
• Maintain a CSI register tracking improvement initiatives from identification through to realisation of benefits
• Leverage automation AI and self-service opportunities to improve efficiency and user experience
• Conduct root cause analysis on SLA breaches and recurring issues implementing corrective and preventive actions
• Benchmark service performance against industry standards and best practices (e.g. SDI HDI benchmarks)
• Lead regular improvement workshops with the team to generate ideas and foster innovation
• Implement shift-left strategies to empower Level 1 resolution and reduce unnecessary escalations
• Track and report on improvement initiative ROI and business value delivered

People Management & Development

• Lead coach and develop a team of Service Desk Analysts and Team Leads (typically 15-50 staff)
• Manage workforce planning shift scheduling and resource allocation to meet demand across 24/7 or extended hours operations
• Conduct regular 1:1s performance reviews and personal development planning
• Foster a positive high-performance team culture with clear accountability and recognition
• Identify training needs and ensure the team maintains relevant technical and ITIL certifications
• Manage recruitment onboarding and retention strategies to minimise attrition
• Implement quality assurance frameworks including call monitoring ticket audits and coaching programmes
• Promote diversity inclusion and wellbeing within the team
• Manage absence performance issues and disciplinary matters in line with HR policies

Technology & Tooling

• Oversee the effective use and configuration of ITSM platforms
• Drive adoption of self-service portals knowledge bases and virtual agent/chatbot technologies
• Identify and implement automation opportunities (e.g. password resets ticket routing auto-categorisation)
• Ensure telephony/ACD systems are optimised for call routing IVR and reporting
• Collaborate with IT teams on tool enhancements integrations and upgrades
• Evaluate emerging technologies and make recommendations for adoption

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

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