About the job
Vix Technology creates solutions that make public transit more accessible in cities worldwide. With over 35 years in the transit industry and systems deployed in more than 200 cities, Vix takes a modular approach to technology and partnerships. The company employs more than 450 people across 12 offices, with teams in APAC, Europe, and North America. Flexibility and collaboration are core values, and Vix supports employees as they connect and advance in their careers.
The Manchester office is seeking a Service Desk Manager to lead teams based in both the UK and US. This position is ideal for someone who enjoys tackling challenges, leading change, and building strong, customer-focused teams.
Team Leadership and Development
- Manage Service Desk teams in the UK and US, focusing on team performance, mentoring, and developing skills.
- Standardize global processes, enhance L1 and L2 support capabilities, organize shift patterns, and foster a customer-first approach.
Incident, Problem, and Change Management
- Oversee the full Incident Management lifecycle and supervise Problem and Change processes.
- Ensure effective triage, escalation, ticket management, SLA adherence, and achievement of operational KPIs.
- Promote continual improvement in incident management and classification practices.
Major Incident Coordination
- Lead Major Incident procedures and coordinate bridge calls with other Service Desk Managers.
- Maintain communication standards, approve communication formats, prepare Post-Incident Reports, and monitor corrective actions.
- Drive ongoing improvements to the Major Incident management framework.
Performance Reporting and Service Improvement
- Supervise monthly SLA and incident reporting, ensuring reports are accurate and contractual requirements are met.
- Analyze trends and incidents to identify opportunities for service improvement and update operational procedures as needed.
