Service Desk Manager (Maternity Cover - 6 Months) Hybrid

We are seeking an experienced Service Desk Manager to lead our global multilingual Service Desk during a six-month maternity cover period.

This is a hands-on operational management role responsible for ensuring the smooth day-to-day running of our global support operation. The successful candidate will coordinate support teams, suppliers, field engineers and customers to ensure service excellence and SLA compliance across our enterprise customer base.

The role requires both strong leadership capabilities and a solid technical understanding of enterprise networking and connectivity technologies., Service Desk Leadership

• Manage the daily operation of a globally distributed multilingual Service Desk.
• Coordinate support teams operating across multiple regions and time zones.
• Ensure customer incidents, service requests and escalations are managed professionally and efficiently.
• Drive SLA compliance across all support activities.
• Monitor service performance, workloads and operational KPIs.
• Conduct daily operational reviews and service prioritisation.
• Act as the primary operational escalation point for major incidents.
• Work closely with customers to provide regular communication during service-impacting incidents.
• Foster a culture of accountability, collaboration and continuous improvement across the Service Desk.

Operational Management

• Coordinate activities between internal teams, suppliers, carriers and customers.
• Ensure incidents are progressed proactively through to resolution.
• Manage third-party vendors and telecommunications providers.
• Coordinate planned maintenance activities.
• Review operational processes and identify opportunities for continual improvement.
• Produce operational reporting for management and customers.
• Assist with problem management and root cause analysis.
• Ensure accurate completion, quality and ongoing maintenance of operational data within the xvolv | Connect HUB platform, ensuring customer records, service information, tickets, assets and operational documentation remain complete, current and audit-ready.
• Ensure all incidents, service requests and operational activities are fully documented within the HUB platform, maintaining accurate records to support reporting, knowledge sharing and continual service improvement.

Field Services Coordination

• Schedule and coordinate field service engineers across multiple countries.
• Ensure engineers have the correct technical information prior to site attendance.
• Manage engineer dispatch during business-critical incidents.
• Coordinate hardware replacements and onsite troubleshooting.
• Work closely with logistics partners where equipment shipments are required.
• Monitor engineer performance and supplier SLAs.

Customer Service

• Build trusted relationships with enterprise customers.
• Provide regular service updates during incidents.
• Ensure customer expectations are managed professionally.
• Participate in customer service review meetings where required.
• Promote a customer-first culture throughout the Service Desk., The successful candidate will be measured against:
• SLA compliance.
• Customer Satisfaction (CSAT).
• Incident response times.
• Incident resolution times.
• Major Incident Management effectiveness.
• Escalation management.
• Field engineer coordination efficiency.
• Supplier performance management.
• Operational reporting accuracy.
• Data quality and completeness within the xvolv | Connect HUB platform.
• Team productivity and service quality.

Why Join xvolv | Connect?

At xvolv | Connect, you'll be joining a fast-growing global technology company supporting multinational enterprise customers with mission-critical connectivity solutions. You'll work alongside experienced networking professionals in a collaborative, international environment where operational excellence, innovation and customer service are at the heart of everything we do.

This six-month maternity cover offers an excellent opportunity to lead a high-performing global Service Desk, gain exposure to complex enterprise networking environments, and make a meaningful impact within an ambitious and rapidly growing organisation.

The successful candidate should possess a solid understanding of enterprise networking technologies, including:

Enterprise Connectivity

• DSL technologies
• Fibre to the Premises/Home/Business (FTTX)
• Dedicated Internet Access (DIA)
• Internet service provider architectures
• WAN technologies

Desirable:

• MPLS networks
• Point-to-Point (P2P) circuits
• SD-WAN concepts

Mobile Connectivity

A good understanding of:

• 4G LTE
• 5G
• Cellular routers
• SIM-based connectivity
• Mobile network troubleshooting

Networking

Working knowledge of:

• TCP/IP
• DNS
• DHCP
• NAT
• Routing fundamentals
• Switching fundamentals
• VPN technologies
• Network troubleshooting methodologies

Experience with:

• Cisco networking
• Cisco Meraki

Experience with additional enterprise networking vendors would be advantageous.

Service Management

Experience using IT Service Management (ITSM) platforms such as:

• HaloITSM
• ServiceNow
• Jira Service Management
• Zendesk
• Freshservice

Knowledge of ITIL principles is desirable.

Skills & Experience Essential

• Proven experience managing an enterprise Service Desk or Network Operations Centre.
• Experience coordinating geographically distributed support teams.
• Strong understanding of enterprise Internet connectivity.
• Experience managing telecommunications suppliers and carriers.
• Experience coordinating field service engineers across multiple countries.
• Strong customer-facing communication skills.
• Excellent organisational and prioritisation abilities.
• Ability to manage multiple high-priority incidents simultaneously.
• Strong problem-solving and decision-making skills.
• Ability to remain calm and effective under pressure.

Desirable

• ITIL Foundation certification.
• Cisco CCNA or equivalent networking qualification.
• Experience supporting multinational enterprise customers.
• Experience within a Managed Service Provider (MSP), telecommunications provider or enterprise networking environment.
• Knowledge of SD-WAN technologies.

Languages Essential

• Fluent written and spoken English.

Desirable

• Professional working proficiency in French.
• Professional working proficiency in Spanish.

Additional European languages would be considered an advantage due to the international nature of our customers and operations.

Personal Attributes

We are looking for someone who:

• Leads by example and inspires confidence.
• Thrives in a fast-paced operational environment.
• Remains calm and decisive during major incidents.
• Communicates effectively with both technical and non-technical stakeholders.
• Builds strong relationships across international teams.
• Takes ownership and accountability.
• Is proactive, organised and solutions-focused.
• Demonstrates excellent attention to detail.
• Adapts quickly to changing priorities.
• Has a passion for delivering exceptional customer service., * service desk: 4 years (Preferred)
• network: 4 years (Preferred)

Language:

• english (Required)
• Spanish (Preferred)
• French (Preferred)

Job Types: Full-time, Contract Contract length: 6 months

Pay: From 500.00€ per week

Application Question(s):

• We are looking for someone who can bring their knowldege and experinec toi help guid eour service desk in the absence of the person taking Maternity leave.

We nee dto understadn you rexpereince and knowledge surrounding connectivity and field services and managing a distributed team

xvolv | Connect delivers enterprise connectivity solutions to multinational organisations across the globe. Our customers rely on us to design, deliver and support business-critical connectivity services including Internet, Wireless, Cellular and Managed Network Services. We operate a globally distributed service model, coordinating engineers, suppliers and carriers across multiple time zones to provide exceptional customer service.