Service Desk Ops Manager
- Hiring Organisation
- DXC Technology
- Location
- Farnborough, Hampshire, UK
- Employment Type
- Full-time
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 … Indicators (KPIs) are consistently met or exceeded \nMonitor 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 volumesManage incident escalation processes to minimise business impact and ensure timely resolutionConduct regular service ...