The IT Service Desk Manager leads the IT Service Desk, ensuring effective Level 1 support across the organization. The role is responsible for service performance, operational governance, team leadership, employee experience, continual service improvement, and the ongoing development of support capabilities to meet business needs.
Key Responsibilities and Outputs
- Provide overall leadership and management of the IT Service Desk team, ensuring a high-quality, employee-focused support service.
- Own the operational performance of the IT Service Desk, including service levels, customer satisfaction, ticket resolution metrics, and workforce management.
- Define, track, and report on Service Desk KPIs and SLAs, providing clear direction and accountability for performance targets.
- Drive continual service improvement initiatives, including the identification, documentation, standardization, and automation of repetitive incidents and service requests.
- Collaborate closely with the Corporate IT Engineering and IT Service Management teams, as well as other technical teams, to improve escalation processes, knowledge transfer, and overall service quality.
- Ensure effective incident, request, and escalation management processes are in place and consistently followed.
- Manage Service Desk staffing, scheduling, and resource allocation to provide global support coverage based on business demand and operational trends.
- Oversee ticket queues and employee support channels to ensure timely responses, effective resolution, and a positive employee experience.
- Lead major escalations and coordinate support activities during high-priority incidents.
- Develop and maintain Service Desk policies, procedures, and operational standards aligned with ITIL (Information Technology Infrastructure Library) and organizational best practices.
- Manage team performance through objective setting, regular reviews, coaching, feedback, and recognition.
- Support the professional development of team members, identifying training needs and enabling career growth opportunities.
- Lead the IT Service Desk Center of Excellence, driving improvements in quality, knowledge management, documentation standards, and training materials.
- Analyze incident and request trends to identify root causes, recommend improvements, and reduce recurring support issues.
- Produce regular operational and management reports highlighting service performance, risks, trends, and improvement opportunities.
- Partner with internal stakeholders (e.g. IT Engineering, IT Business Partnering, The People Team, Security) to improve the employee support experience.
- Lead recruitment and onboarding activities for the Service Desk team as required.
- Promote a culture of accountability, customer service excellence, collaboration, and continuous improvement.
- Contribute to the development of the broader Corporate IT support strategy.
- Maintain awareness of business priorities and ensure the IT Service Desk operations align with organizational objectives.
- Take ownership of personal development and remain current with relevant technologies, service management practices, and industry trends.
Essential:
- Demonstrated experience managing an IT Service Desk or Technical Support function in a fast-paced environment.
- Demonstrated technical expertise in IT support, service delivery, and operational management, acquired through substantial practical experience.
- Strong understanding of IT Service Management (ITSM) principles and service delivery best practices.
- Strong working knowledge of macOS and Windows endpoint management, including Jamf and Microsoft Intune.
- Experience managing service performance through KPIs, SLAs, and operational reporting.
- Broad understanding of web technologies and Software as a Service (SaaS) environments.
- Experience collaborating with engineering and infrastructure teams on escalations and service improvements.
- Proven track record of identifying support trends and driving corrective actions and process improvements.
- Experience with ITSM and Customer Relationship Management (CRM) platforms, preferably Jira Service Management.
- Excellent written and verbal communication skills.
- Strong organizational, analytical, and problem-solving skills.
- Experience managing customer escalations and major support incidents.
- Ability to build strong relationships with business stakeholders and technical teams.
Desirable:
- Bachelor’s Degree in Computer Science, Information Technology, or a related discipline is preferred but not required.
- Experience coaching, mentoring, and developing team members.
- Experience producing executive-level reporting.
- Experience working in an omnichannel contact center environment supporting AI-enabled tools, online chat, ticketing systems, and email channels.
Personal attributes:
- An inspiring and collaborative leader with the ability to engage, motivate, and guide teams through change and improvement initiatives.
- Strong attention to detail and a disciplined approach to maintaining high standards of service delivery.
- A passion for delivering an exceptional customer experience and building a customer-focused culture.
- Ability to operate effectively in a fast-paced environment while managing multiple priorities and competing demands.
- Collaborative, with the ability to make sound decisions and perform effectively under pressure.
- Broad understanding of online software platforms, SaaS environments, and relevant IT support technologies.
- Strong commercial awareness and an understanding of the education technology sector, its customers, and their needs.
- Excellent interpersonal and stakeholder management skills, with the ability to build effective working relationships across technical teams, business functions, and external partners.
- Analytical and improvement-focused, with the ability to identify trends, solve problems, and drive operational efficiencies.
Total Rewards @ Turnitin
At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.
Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.
In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.
Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Our Values underpin everything we do.
- Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
- Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
- Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
- Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
- One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
- Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.
Global Benefits
- Remote First Culture
- Health Care Coverage*
- Education Reimbursement*
- Competitive Paid Time Off
- Self-Care Days
- National Holidays*
- 2 Founder Days + Juneteenth Observed
- Paid Volunteer Time*
- Charitable contribution match*
- Monthly Wellness or Home Office Reimbursement/*
- Access to Modern Health (mental health platform)
- Parental Leave*
- Retirement Plan with match/contribution*
* varies by country
Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!
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