Service Desk Manager

• Own the Product Support function with confidence, bringing clarity, structure, and energy to a globally distributed team.

Design How We Work

• Shape the operating model - define smart processes, clear workflows, and the measurable outcomes that show we're succeeding.

Level Up Our Support Experience

• Continuously evolve our support platform, boosting efficiency while still delivering customer experiences we're proud of.

Automate Optimise

• Hunt for opportunities to streamline and automate, using data insights to focus on improvements with the biggest impact.

Collaborate Across Teams

• Partner closely with Product and Engineering, ensuring smooth communication, seamless handovers, and a truly connected way of working.

• Strong grasp of ITIL-based Service Management and love putting best-practice thinking into real-world action.
• Know Zendesk like an old friend - configuration, reporting, optimisation… you're confident making it work smarter, not harder.
• Always looking for ways to improve things, using data, metrics, and user feedback to fuel continuous improvement.
• Communicate clearly and confidently, building great relationships with stakeholders and adapting your style to suit the audience.
• Technically fluent and great at translating complex information into language everyone can understand.
• Bring 3+ years' experience in a Service Desk Manager or similar role, and you're ready to take on more.
• Have an ITIL Foundation certification, with higher-level qualifications being a welcome bonus.
• Understand the key pillars of great service - incident, problem, change, and knowledge management - and you've used Zendesk to support them effectively.
• Excellent stakeholder management, written and verbal communication skills.

See all of our amazing perks, here: https://careers.thebigword.com/pages/perks-uk We are eradicating the final barrier of global communication! At thebigword, we specialise in language solutions, translating over 1 billion words annually, support more than 250 languages and handle millions of interpreting minutes each year. As one of the largest language service providers globally, we utilise the greatest minds and boundary shattering technology to deliver phenomenal quality at scale to both our clients and linguist network. We're proud that our services support thousands of people every single day, from those using the National Health Service to global brands across the world such as google, Honda, and Unilever. Joining our team is not just a career, it's being part of something much bigger! Equal Opportunities: At thebigword, we prioritise the physical and mental health of our global teams. We are a Level 3 Disability Confident Leader, have signed the Menopause Workplace Pledge, and are proud to have signed the Mental Health at Work Commitment. Should you require reasonable adjustments for your interview or subsequent employment, please notify our team. Our mission is to welcome everyone and create inclusive teams, celebrating differences and encouraging everyone to join us and be themselves at work. To find out more about our dedication to Equality, Diversity Inclusion, and our EDI Committee, click here: https://careers.thebigword.com/pages/our-commitment