Service Desk Manager (Maternity Cover - 6 Months)

Company: xvolv | Connect
Department: Operations
Reporting To: Head of Operations
Location: Flexible (Hybrid/Remote depending on location)
Contract: Fixed-Term - 6 Months (Maternity Cover)
Employment Type: Full-Time

About xvolv | Connect

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.

Role Overview

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

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

Key Responsibilities

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

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