Service Support Manager at Vix Technology & Kuba

Department: Technology

Setup: On-site
Location: Manchester, England
Type: Full-time
Level: lead/mgmt
Posted: Apr 22, 2026

Description

Vix Technology is hiring a Service Desk Manager to lead UK and US Service Desk teams, manage performance and capability development, standardise global processes, and oversee incident, problem, change, and major incident governance. The role includes SLA and KPI reporting, service improvement, ITSM tool management, and coordination with Service Desk Managers. Candidates need at least three years of experience leading distributed or global Service Desks in ITIL-based environments, with expertise in major incidents, L1/L2 maturity, and AI-enabled proactive IT solutions.

Required Skills

Incident governance
Major incident coordination
ITSM tools
KPI reporting
Service analysis
Alert management
Ticket quality
ITIL processes

Additional Information

Required Previous Experiences: At least 3 years leading distributed or global Service Desks in SLA-driven, ITIL-based environments
Experience enhancing L1/L2 Service Desk maturity and integrating AI for proactive IT solutions
Translation Company Name: Vix Technology & Kuba

Benefits & perks

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 bu