Service Desk Manager

Are you looking for a new challenge and the ability to drive your career forward?

Here at GXO, we are seeking an experienced and detail-oriented Service Desk Manager to lead and optimize the incident management, service request, and knowledge management processes for the UK, Ireland, and Central Europe regions. If you have a keen eye for detail, excellent communication skills, and a commitment to ensuring compliance in all areas this is the role for you.  You will be based out of our central offices in Northampton, and we do ask for flexibility as you will be required to travel as and when required.

Pay, benefits and more:

We’re looking to offer a highly competitive salary & package which will be discussed further during telephone interview. Your benefits package includes a company sponsored pension scheme, private medical & dental insurance, a 24/7 online GP service, life assurance and a fully comprehensive employee assistance programme. You’ll also have access to our MyBenefits platform offering a variety of high street discounts, a cycle to work scheme, cashback cards, a saving scheme and much more! 

What you’ll do on a typical day:

• Oversee the end-to-end incident management process, ensuring timely resolution and minimal impact on business operations, ensuring compliance with global incident management process standards.
• Lead and optimize service request processes, ensuring efficient and customer-focused delivery of IT services
• Maintain a comprehensive knowledge management system to capture, organize, and share information
• Implement measures to continually improve customer satisfaction and service delivery.
• Collaborate with cross-functional teams to ensure seamless integration of incident, service request, and knowledge management processes.
• Ensure strict adherence to all contractual obligations with a focus on service level agreements (SLAs) and key performance indicators (KPIs).
• Work effectively within a global service provider environment, considering time zone differences and cultural nuances

What you need to succeed at GXO:

• A high level  of experience in IT, with a focus on service desk management, incident management, service requests, and knowledge management
• Strong understanding of ITIL processes, especially incident management
• Excellent customer service orientation and interpersonal skills
• Detail-oriented with a focus on continuous improvement
• Effective communication and collaboration skills

 We engineer faster, smarter, leaner supply chains

GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make GXO a great place to work. GXO is an equal opportunity employer. We celebrate, support and thrive on diversity and are committed to creating an inclusive environment for all employees.  We believe that diversity and inclusion in our business is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. We are an Armed Forces friendly organisation and Disability Confident Leader as part of the Disability Confident Scheme (GIS) and actively welcome applications from people with disabilities.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Review GXO's candidate privacy statement here.