Service Desk Manager, Corsearch
Platform Support
Office located in Corsearch, London
Intelligent trademark & brand protection solutions
Job no longer available
Intelligent trademark & brand protection solutions
1001+ employees
Job no longer available
Office located in Corsearch, London
1001+ employees
Company mission
To revolutionise how companies commercialise and protect their growth.
Role
Who you are
- Proven experience managing Level 1/Level 2 support teams in a multi-platform environment
- Strong expertise in incident management processes aligned with ITIL frameworks
- Advanced proficiency in Jira Service Management for workflow automation, reporting, and ticketing system administration
- Excellent leadership skills with a focus on team development and motivation
- Ability to manage escalations effectively while maintaining strong customer relationships
- Understanding of IT infrastructure, bespoke software platforms, networks, databases, and security protocols
- Familiarity with ITSM tools (e.g., Jira Service Management) for managing incidents, SLAs, reporting, and knowledge bases.Understanding of automation tools for incident routing and escalation
- Technical proficiency across various IT systems and applications
- Experience with tools like Jira StatusPage, OpsGenie, PagerDuty or similar
- ITIL v3/v4 certification or equivalent experience in IT service management best practices. (or equivalent practical experience)
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
- Certifications in Jira Service Management or similar tools are an advantage
What the job involves
- The Platform Support Manager will lead and oversee the Level 1 and Level 2 support teams responsible for managing multiple bespoke software platforms
- This role encompasses ownership of incident management processes, ensuring service excellence, and leveraging Jira Service Management capabilities to optimise workflows and reporting
- Acting as the primary escalation point for complex issues, the Platform Support Manager will drive continuous improvement initiatives, align platform services with organisational goals, and foster a customer-centric culture within the Platform Support team
- Establish support KPIs and SLAs aligned to business needs
- Manage the performance of Level 1 and Level 2 support teams, ensuring consistent achievement of service levels
- Act as an escalation point for unresolved or high-priority issues, ensuring timely resolution and effective communication with stakeholders
- Provide leadership, vision, and direction to the service desk team to foster a customer-centric culture
- Develop and implement training programs to enhance team skills and support career development
- Conduct regular team meetings, updates, and one-on-one sessions to maintain alignment and morale
- Foster a high-performing team culture through mentoring, training, and performance management
- Hire, train, and develop service desk staff to build a skilled and motivated team
- Establish L1/L2 support across all Products/Services
- Ensure service monitoring in place across all products/services with appropriate alerts, uptime measurement, etc
- Ensure service status and incident priorities are aligned to customer and business needs
- Ensure effective flow from user to responsible team, with on-call processes aligned & standardised across teams
- Own the end-to-end incident management process, including detection, categorisation, prioritisation, resolution, and closure
- Ensure adherence to ITIL best practices for incident management and maintain high standards of SLA compliance
- Lead major incident management efforts by coordinating resources, communicating with stakeholders, and driving resolution
- Conduct post-incident reviews to identify lessons learned and drive continuous improvement
- Maintain clear communication with stakeholders during incidents, providing regular updates on status and resolution progress
- Identify trends in incident data to proactively address potential problems before they escalate
- Administer Jira Service Management tools to streamline workflows, automate processes, and enhance reporting capabilities
- Create dashboards, reports, and analytics to monitor SLA performance, ticket trends, and team productivity
- Leverage Jira integrations to improve incident routing, escalation processes, and knowledge base utilization
- Monitor ticket volumes, prioritize issues based on business impact, and ensure timely resolution
- Develop and maintain a solutions repository to ensure consistent knowledge sharing across the team
- Promote self-service tools, automation, and knowledge management to enhance service delivery
- Drive process automation initiatives to enhance efficiency in handling incidents and service requests
- Continuously review and improve service desk workflows and procedures
- Collaborate with other IT teams to ensure seamless service delivery across all platforms
- Establish a company wide on-call process and standardise across Platform Support, CloudOps, DevOps, Engineering teams (where available)
- Manage relationships with internal stakeholders and external vendors to ensure alignment with business needs
- Provide regular updates on service performance metrics to senior leadership (e.g. monthly reports)
- Communicate effectively during outages or emergencies to minimize business disruption
Application process
- We usually respond within three days
Salary benchmarks
Our take
The internet has radically transformed the business landscape, creating new challenges for companies trying to protect their intellectual property. As brands face increasingly complex issues related to safeguarding their assets, Corsearch has stepped in with a suite of tools designed to secure brand value. offering everything from data and analytics to professional consulting.
In 2021, Corearch took a major leap forward when private equity firm Astorg acquired the company. This buyout sparked a period of significant growth, marked by strategic leadership hires, product development, and key acquisitions. These moves have paid off, positioning Corsearch as a leader in brand protection.
Now, as Corsearch looks to the future, it faces the challenge of staying ahead in an ever-evolving market. To maintain its competitive edge, the company is focusing on integrating the latest technologies, particularly those developed by AI-powered, venture-backed startups. By embracing these innovations, Corsearch is poised to continue its leadership in brand security and IP protection.
Freddie
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Company HQ
City of London, London, UK
Leadership
Abel Clarke
(CEO)Abel was CEO of Cision, a global leader in PR, IR, marketing and social media management technology and intelligence. Previously, Abel was the CEO and Chairman of TruSight, a startup backed by leading financial services companies and focused on third-party risk management, and prior to that, they were the Global Managing Director of Thomson Reuters' $5.5 billion Financial Division.
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