Service Support Manager

Employment: Full-time Make The Connection. Vix Technology is a global leader in providing innovative solutions for public transit, believing that accessibility should be a standard. With over 35 years of experience and systems deployed in more than 200 cities worldwide, we take a modular approach to integrate various partners and technologies, creating best-in-class solutions. Our dynamic team consists of over 450 dedicated professionals across 12 offices globally, spanning APAC, Europe, and North America. We pride ourselves on fostering a flexible and collaborative work environment that empowers our employees to connect and excel. If you are passionate about making a difference in public transportation and thrive in a team-focused atmosphere, we invite you to apply and contribute to our vision of a more connected world. Find out more about your new workplace! We seek a proactive, imaginative problem solver who is eager to dive in, address challenges, and create something exceptional as our Service Desk Manager. If you are motivated by the opportunity to make a significant impact, this is your chance to excel. Service Desk Leadership & Capability Development Lead UK and US Service Desk teams, managing performance, mentoring, and capability growth. Standardise global processes, expand L1/L2 skills, manage shifts, and foster a customer-focused culture. Incident, Problem & Change Management Governance Own Incident Management lifecycle and governance of Problem and Change processes. Ensure effective triage, escalation, ticket hygiene, SLA compliance, and operational KPIs. Drive continuous improvement in incident handling and classification. Major Incident Coordination Coordinate Major Incident processes and bridge calls with Service Desk Managers (SDMs). Ensure communication standards, approve formats, prepare Post-Incident Reports, and track corrective actions. Enhance the Major Incident framework continually. Reporting, Performance & Continuous Improvement Manage monthly SLA and incident reports ensuring accuracy and contractual alignment. Analyse trends and incidents to drive service improvements and update operational standards. Requirements Experience 3 years leading distributed or global Service Desks with expertise in managing Major Incidents within SLA-driven, ITIL-based environments. Proven ability in enhancing Service Desk maturity (L1/L2) and integrating AI for proactive IT solutions. Technical Skills Expert in incident lifecycle governance, escalation, Major Incident coordination, and ITSM tool management. Skilled in service performance analysis, KPI reporting, monitoring, alert management, and maintaining ticket quality. Strong operational process discipline. Soft Skills Confident leader with decision-making ability under pressure. Excellent written and verbal communication. Comfortable in technical discussions on IT, cloud, and infrastructure. Highly organised, process-oriented, and committed to continuous service improvement. Benefits What's in it for you? Besides the opportunity to work for a global company that is customer and people focused. We offer: A supportive culture with great on-site offices A focus on learning and development A great collaborative team culture Sounds good? Then apply now. Get on board today! No recruitment agencies, please! We won't accept any introductions. Vix Technology is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all people and want to build a workforce as diverse as the community we serve. We aim to have a work environment where everyone feels included and everyone can realise their full potential.