Own and manage the day-to-day operation of the Service Desk
Have oversight of all incoming cases, ensuring timely triage, prioritisation, and resolution
Act as the escalation point for complex or high-impact issues
Take ownership of second-line and above support cases
Ensure that SLAs are consistently met
Lead incident response for major or high-severity issues
Coordinate internal teams during incidents and provide clear client communication
Drive root cause analysis and ensure preventative measures are implemented
Develop deep expertise across Transreport’s product suite
Act as the bridge between product and support teams
Translate technical changes into clear support guidance and client-facing communications
Feed customer insights back into product development
Design, implement, and continuously improve support processes
Create and maintain internal knowledge bases and client-facing documentation
Develop training materials to support onboarding and ongoing enablement
Use AI tools to streamline processes and support efficient case resolution
Act as the face of the Service Desk for key clients
Build strong relationships with client service management teams
Monitor KPIs such as SLAs, response times, and resolution rates
Identify trends and drive continuous improvement initiatives
Own and manage client service meetings

Experience in a Service Desk, technical support, or customer operations role
Strong problem-solving skills and ability to manage complex issues
Ability to understand and interpret technical issues and support troubleshooting efforts
Excellent communication skills with both technical and non-technical stakeholders
Ability to work cross-functionally with product, engineering, and customer teams
Experience creating documentation, processes, or training materials
Nice to Haves: Experience managing or scaling a Service Desk function
Client-facing experience and relationship management skills
Familiarity with incident and problem management practices
Experience with support tools (e.g. Jira, Zendesk or similar)
Experience using AI tools or automation within a Service Desk environment
ITIL Foundation or higher, or a desire to attain this while in-role
Service Desk Institute (SDI) Certification
Experience working in a SaaS or technology environment

Service Desk Manager

Key skills