DTS Service Desk Manager

DTS Service Desk Manager 

Hybrid/Any Office  

The Opportunity 

About the Role

We’re looking for a confident and capable Service Desk Manager to lead both our internal Landmark Service Desk and the external-facing LVS Service Desk.

This is a key leadership role within the Service Operations Management team, responsible for setting high standards of customer service, driving continuous improvement, and ensuring audit readiness across all support channels.

The role supports both internal and external service operations by ensuring high-quality technical support and maintaining service excellence. It involves close collaboration with technical teams, compliance, and project functions to resolve issues, support our products, and align service delivery with business goals—while fostering a culture of performance, innovation, and customer focus.

Key Responsibilities

• Lead and develop Service Desk Team Leads and Analysts
• Ensure timely resolution of technical issues within SLAs
• Deliver VIP support and act as an escalation point
• Collaborate across departments to resolve issues and improve service delivery
• Support internal and external audits with accurate documentation and reporting
• Drive innovation and contribute to major systems projects
• Maintain compliance with security standards and KPIs

About You

The successful candidate will have:

• Over 5 years of experience managing technical service desks in similar roles
• Strong leadership and communication skills
• ITIL v4®, BCS, or APMG certification (essential)
• Degree in IT or equivalent experience
• Experience in vendor management and managed service provisioning
• A proactive, bold mindset with a passion for continuous improvement