Global Service Manager

**The Company:**Founded in 2016, Assured Data Protection (ADP) has already become a global brand. Drawing on over 200 years of collective industry experience, ADP has created the simplest platform to meet the cyber resiliency requirements for large SME to enterprise sized organisations. Operations are controlled from ADP’s head office in Leeds (UK) with a further hub in Washington DC (US).**Job Summary:**As the Global Service Desk Manager at Assured Data Protection, you’ll take the reins of our 24/7 multi-lingual service desk teams distributed across three continents, driving customer engagement and ensuring world-class technical service delivery. Your leadership will be instrumental in setting and reviewing the strategic direction of our service desk operations while maintaining and embedding best practices.

Key Responsibilities:

• Manage multiple support ticket queues to maintain SLAs, prioritization, and response timeliness across L2, L3, and Escalation teams
• Drive service performance and propose innovative improvements
• Work hand-in-hand with client services, implementation, and other team to ensure customers receive a world-class service from day one
• Build and nurture strong client relationships and recognize when customers need extra touch
• Oversee service review meetings and report progress to Global Director of Customer Success
• Strive to become a technical SME for Assured’s product set and a point of technical reference for the business
• Instill in the team a high first-time fix rate
• Oversee the escalation of incidents
• Identify resource requirements and assign individual responsibilities
• Ensure KPIs are effectively measured and monitored, and any variations are immediately communicated
• Take the lead in building out processes, guidance, and communications aligned with industry best practices
• Identify opportunities for continual improvement that add value and drive the organization forward

Key Experience and Qualifications:

• 5+ Years in a Technology Leadership role focused on delivering an excellent customer experience
• Proven experience managing and leading a 24/7 service desk
• A technical background and experience in an MSP environment
• Exceptional communication skills, the ability to lead teams, and team leaders, including remote ones
• Significant incident management experience is advantageous
• Experience with Rubrik or similar backup technology is a significant advantage
• Flexibility with working hours given that the service desk is 24/7
• Given the office location, a valid driving licence would also be beneficial
• Understanding of ITIL Processes and Framework
• Strong structured problem-solving techniques
• Willingness and ability to work in a fast-paced and rapidly growing environment
• An ability to learn and grow within the role – obsessed with delivering the best possible experience to consumers of the services and committed to continuous service optimization and enhancement
• Strong work ethic and ability to work on own initiative
• Exceptional teamwork and leadership skills
• Exceptional communication skills are critical as this role is the technical face of the business

What We Offer:

• Hybrid working options for flexibility (expected to be in our Harewood office at least two days per week with the UK team)
• Generous annual leave that increases in line with service
• Regular team-building and off-site company events
• Ongoing learning and development opportunities
• Defined contribution pension scheme and life assurance benefits
• A dynamic, inclusive, and collaborative work environment

Assured Data Protection values diversity and inclusivity. We offer perks such as flex holidays, a robust 401k plan, and flexible working practices to allow our employees to be their best selves. We are an equal-opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.

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