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Service Desk Manager at LinkedIn
London, London - England, United Kingdom -
Full Time

Start Date

Immediate

Expiry Date

07 Jan, 27

Salary

95000.0

Posted On

09 Oct, 26

Experience

18 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Banking & Credit

Description
  • ResponsibilitiesBuild a structured development pathway (1st - 2nd - 3rd line) with coaching, skills development and progression
  • Act as an escalation point, challenging diagnoses, spotting when an investigation is going in the wrong direction, and keeping issues moving towards resolution
  • Duty manager for major incidents and serious customer escalations, owning the service outcome even where technical actions sit with other teams
  • Embed incident, request, problem, change and knowledge management into daily operational reality, not just process documentation
  • Represent the operational support requirement with technical, project, customer and service delivery teams to ensure new solutions and changes transition into support cleanly
  • Manage performance, not just report it. Identify root causes when performance dips, act on them, and evidence the improvement
  • Drive consistent documentation and work-note standards across the team to reduce escalation volume and support faster development of less experienced engineers
  • Reduce manual admin, reporting and ticket-handling overhead by making better use of tooling, workflow and automation/AI
  • Make autonomous operational decisions across competing priorities, escalating only when genuinely necessary
  • Own the service desk toolset - ticket management, workflows, reporting
  • Support client onboarding and service transitions with account managers and project teams
  • Contribute to business continuity and out-of-hours support planning
  • Own and maintain the internal knowledge base, ensuring documentation is accurate and current

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Responsibilities