About the role
Overview
People. Passion. Pride. This is what has driven our teams since 1833.
Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.
But at the heart of our business is our people.
Role Purpose
The role holder will be part of the IT function and will be responsible for leading and managing the Global Service Desk, ensuring the effective delivery of 24/7 IT support services across all regions. The Global IT Service Desk Manager will ensure incidents, service requests and escalations are handled efficiently, consistently and within agreed service levels, with a strong focus on customer satisfaction, operational performance and continual service improvement.
The role holder will lead and manage the Global Service Desk, comprising teams based in Edinburgh and Pakistan, and will be accountable for implementing the strategy, standards, processes and procedures required to deliver a high-performing global service. The role holder will work closely with internal IT teams, business stakeholders and third-party suppliers to ensure the service desk remains aligned to business needs and delivers a consistent, professional service experience.
What you will be doing
Own the end-to-end management of incident, request and escalation processes, ensuring tickets are prioritised, progressed and resolved within agreed SLAs and operational targets.
Directly manage, lead, develop and motivate the Global Service Desk teams based in Edinburgh and Pakistan, ensuring they operate as one cohesive virtual team with shared objectives, consistent ways of working and a strong, unified service culture.
Ensure all service desk processes, procedures, knowledge articles and operational documentation are accurate, accessible, consistently followed and regularly reviewed.
Identify, recommend and deliver Service Improvement Plans, ensuring agreed actions are tracked through to completion and benefits are realised.
Monitor and report on Service Desk performance through SLAs, KPIs, customer satisfaction measures, ticket trends, backlog ma…
