Service Desk Ops Manager
Job Description
hackajob is collaborating with DXC Technology to connect them with exceptional professionals for this role.
Interested in this role You can find all the relevant information in the description below.
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. We're committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. xcunqrw More information on employment scams is available here.