Global Service Desk Manager

Global Service Desk Manager
 

Reference number: JR243618

Location: Hybrid working - home and our office based near London Bridge

Working pattern: Full Time, 37.5 hours per week

Contract Type: Permanent

Number of roles: 1

Salary: £50,000 per annum

We are looking for a Global Service Desk Manager to join our team. 

As the Global Service Desk Manager, you will be pivotal in supporting Kaplan International’s IT leadership to deliver seamless, high-quality service across a diverse, global user base. Reporting into the Head of Support Services, you will manage teams across the Americas, Southeast Asia, Europe, India, and the UK, you will be responsible for driving service excellence and implementing strategies that enhance customer satisfaction and operational efficiency. You’ll oversee continual improvement initiatives, establish key performance metrics, and foster alignment with the IT management team to ensure Kaplan’s technology services deliver maximum business value.

This is an excellent opportunity for someone who may be currently working as an IT Service Desk Manager, who is looking to expand their skills and build their career with an industry leader. 

A detailed job description can be viewed here.  If the link does not work for you, please copy and paste the following URL into your web browser: https://tinyurl.com/c8t4w7uu.

What you’ll bring to the role 
 

• Extensive experience in global service desk management, with a focus on operational efficiency, service quality, and team leadership.

• Strong understanding and experience with ITIL and ITSM frameworks; ITIL certification is preferred.

• Excellent analytical skills, able to interpret performance metrics and drive continuous improvement.

• Exceptional communication skills with the ability to engage and influence stakeholders across different regions and cultures.

• Familiarity with common service desk tools and technologies (e.g., FreshService, JIRA).

• Strong organizational skills with the ability to manage multiple tasks, priorities, and stakeholders effectively.

What we do 
 

Kaplan International, a division of Kaplan Inc., is a leading for-profit company in the field of international education, which offers Higher education programmes for students in the UK, USA, Australia, Singapore and Hong Kong, English language courses across locations in UK, Ireland, USA, Canada, Australia and New Zealand and vocational training for financial services sector in Australia. We welcome students from more than 100 countries around the world. Kaplan Inc. is owned by Graham Holdings (NYSE: GHC) To find out more about us and our different business areas, please visit http://careers.kaplaninternational.com. 

What we offer 

As well as a competitive salary, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes: 

• 28 days annual leave* 

• Big discounts on Kaplan courses for you and your family

• 24/7 confidential helpline providing counselling and other support services 

• Company pension contributions 

• Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels 

• Medicash Health Cash Plan 

*Please note that the annual leave entitlement will be calculated on a pro rata basis if the role is part time. 

How to apply 

To apply for this role please submit a CV along with a Cover Letter detailing how you meet the requirements of the role no later than 11pm on 8th December 2024. Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.  

Additional Application Information 

As part of our commitment to safeguarding, depending on the nature of the role, successful candidates may be subject to an enhanced Disclosure and Barring Service check.  

Application Support  

If you require support completing the application or wish to talk to someone about the role, please email the Recruitment Team recruit.request@kaplan.com.

Disability Confident Scheme and Reasonable Adjustments 

At Kaplan International, we are committed to working in a diverse organisation and strive to provide equality of opportunity for all. We encourage and welcome applications from individuals, regardless of age, disability, sex, sexual orientation, gender reassignment or identity, pregnancy and maternity, race, religion or belief and marriage and civil partnership.  

Following the submission of an application, applicants will receive details of how to request their application be considered under our Disability Confident Scheme.  Applicants will also be given information on how to request reasonable adjustments if selected for interview.