Service Desk Manager, Corsearch
Platform Support
Intelligent trademark and brand protection solutions
Job no longer available
Intelligent trademark and brand protection solutions
1001+ employees
Job no longer available
1001+ employees
Company mission
To revolutionise how companies commercialise and protect their growth.
Role
Who you are
- Hands-on incident management and technical escalation
- Proficient Windows user with experience using Scheduler, Event Viewer, IIS
- Scripting skills (any): PowerShell, Python, Java, C#, Go, JavaScript
- Database querying experience (any): SQL, Elasticsearch
- Basic knowledge of web architecture: front-end, back-end, APIs
- Exposure to cloud infrastructure (Azure, AWS, GCP) is a plus
- Understanding of messaging brokers (Kafka, RabbitMQ) is a plus
- Proven experience leading L1/L2 support in a multi-platform environment
- Strong understanding of ITIL-aligned incident management
- Advanced expertise in Jira Service Management and related tools
- Solid leadership, mentoring, and stakeholder management skills
- Experience working across IT infrastructure, networks, and bespoke applications
- ITIL v3/v4 certification or equivalent practical experience
- Bachelor's degree in IT, Computer Science, or equivalent experience
- Jira Service Management certification is an advantage
What the job involves
- We are looking for a Platform Support Manager to lead the provisioning and ongoing delivery of Level 1 and Level 2 support services across multiple bespoke platforms
- This is a hands-on role, responsible for incident management, escalation, tooling configuration (JIRA, Opsgenie, Checkly), and driving continuous improvement in support delivery
- You’ll oversee a distributed support team, act as a technical escalation point, and align operations with business and customer needs
- Lead L1/L2 support teams with defined KPIs, SLAs, and customer-centric practices
- Establish new L1/L2 support capability for a bespoke platform
- Act as escalation point for unresolved or high-priority incidents
- Hire, train, and mentor support staff
- Standardise on-call processes across Platform Support, CloudOps, DevOps, and Engineering teams
- Ensure monitoring, alerting, and uptime visibility is in place across all services
- Own the end-to-end incident lifecycle: detection, resolution, and post-incident review
- Lead major incident response and ensure effective stakeholder communication
- Identify trends to proactively prevent issues
- Administer and configure JIRA Service Management, OpsGenie, Checkly
- Automate workflows, escalations, and reporting
- Maintain dashboards, reports, and performance analytics
- Drive process improvement and automation across incident and request handling
- Maintain a solutions repository and promote self-service
- Ensure smooth collaboration with IT and engineering teams
- Build strong relationships with internal teams and vendors
- Report on service performance and share insights with leadership
- Communicate effectively during outages to minimise business disruption
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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