Lead and shape a high-performing Service Desk that supports multiple clients through structured operations, clear communication, and continuous improvement. You will oversee daily service delivery, ensuring incidents and requests are handled professionally, escalated appropriately, and resolved efficiently. Your leadership will ensure consistent service quality, strong ticket governance, and reliable operational coordination across teams.
Platform Ownership & Governance
Take full responsibility for the Atlassian service management ecosystem, including Jira Service Management, Confluence, Jira Software, and Refined. You will design, maintain, and evolve workflows, request types, SLAs, automations, and knowledge structures to keep the platform secure, scalable, and easy to use. Enforce standards for naming, permissions, and configuration while managing access for internal and external users with a focus on security and compliance.
Client Enablement & Onboarding
Lead the integration of new clients into the service model, delivering onboarding sessions, process walkthroughs, and guidance on severity classification, escalation paths, and communication expectations. Promote self-service adoption through intuitive portals and well-organized knowledge content. Ensure clients understand how to engage effectively with the support function.
Incident & Communication Leadership
Improve how incidents are managed and communicated, especially during high-severity events. Ensure clear, timely updates, accurate ticket documentation, and strong evidence capture to support post-incident reviews. Develop reliable escalation procedures and maintain up-to-date communication practices across stakeholders.
Reporting & Operational Insight
Own the reporting function across clients—defining cadences, templates, data standards, and narrative quality. Deliver accurate, on-time operational reports with clear summaries tailored to leadership audiences. Drive consistency and automation to mature reporting capabilities over time.
Team Development & Support
Lead and coach the first-line support team, setting expectations for ticket quality, troubleshooting, and stakeholder communication. Conduct regular quality reviews, provide feedback, and identify opportunities for skill development. Foster a culture of accountability, continuous learning, and operational discipline.
Operational Coordination
Manage on-call rotas, coverage planning, and handover processes in collaboration with engineering and cloud operations teams. Ensure escalation paths are documented and understood. Work cross-functionally to improve readiness, knowledge sharing, and support effectiveness during incidents and change activities.
Requirements
- Proven experience managing service desks and incident operations in client-facing environments
- Hands-on expertise with Jira Service Management, Confluence, and related Atlassian tools
- Strong understanding of service management workflows, ticket quality, and escalation protocols
- Excellent written and verbal communication skills in English, especially with stakeholders
- Strong organizational ability across teams, processes, and operational timelines
- Experience guiding user onboarding and driving adoption of service platforms
