Service Support Manager
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Key skills for this role
Role Overview
Vix Technology is seeking a proactive problem solver for a Service Desk leadership role.
The role supports significant improvements in service operations, capability, and customer-focused delivery.
Key Skills for This Role
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About Vix Technology
Vix Technology provides modular public transit solutions and operates across APAC, Europe, and North America.
The company promotes a flexible, collaborative, customer- and people-focused work environment.
Role Overview
Vix Technology is seeking a proactive problem solver for a Service Desk leadership role.
The role supports significant improvements in service operations, capability, and customer-focused delivery.
Service Desk Leadership and Capability Development
- Lead UK and US Service Desk teams, managing performance, mentoring, and capability growth.
- Standardise global processes, expand L1 and L2 skills, manage shifts, and foster a customer-focused culture.
Incident, Problem and Change Governance
- Own the Incident Management lifecycle and govern Problem and Change processes.
- Ensure effective triage, escalation, ticket hygiene, SLA compliance, and operational KPI performance.
- Drive continuous improvement in incident handling and classification.
Major Incident Coordination
- Coordinate Major Incident processes and bridge calls with Service Desk Managers.
- Maintain communication standards, prepare post-incident reports, track corrective actions, and enhance the Major Incident framework.
Reporting and Continuous Improvement
- Manage monthly SLA and incident reports for accuracy and contractual alignment.
- Analyse trends and incidents to drive service improvements and update operational standards.
Experience
- At least 3 years of experience leading distributed or global Service Desks in SLA-driven, ITIL-based environments.
- Experience managing Major Incidents and improving Service Desk maturity across L1 and L2 support.
- Experience integrating AI for proactive IT solutions.
Technical Skills
- Expertise in incident lifecycle governance, escalation, Major Incident coordination, and ITSM tool management.
- Experience with service performance analysis, KPI reporting, monitoring, alert management, and ticket quality.
- Strong operational process discipline.
Soft Skills
- Confident leadership and decision-making under pressure.
- Excellent written and verbal communication.
- Comfort with technical discussions involving IT, cloud, and infrastructure.
- Highly organised, process-oriented, and committed to continuous service improvement.
Benefits
- Supportive culture with on-site offices.
- Learning and development opportunities.
- Collaborative team culture.
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