Global Service Desk Manager

Date: Sep 12, 2023

Location: London, GB, SE1 9PG

Company: Optimizely

Optimizely is focused on unlocking the boundless potential of our clients and employees. We are a category leader in Digital Experience Platform (DXP) and have the pleasure of serving over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian DocuSign, FitBit, and Zillow.  

Optimizely fosters an inclusive and diverse culture with a global team of 1500+ people spread
across the US, Europe, Dubai, Australia, Singapore, Bangladesh, and Vietnam. Our unique work environment focuses on flexibility, trust, teamwork, diversity, and moving fast.

We genuinely believe that our people make all the difference, and once we find the best talent, we go out of our way to nurture them.  If you are looking to work on the next generation of digital technologies in a fast-paced and growing environment with industry leaders, Optimizely is the place for you! 



This role will require you to manage service desk staff, including hybrid Office/IT Admins worldwide, and oversee remote regions indirectly. Additionally, you will ensure the service desk operates efficiently, delivers high-quality service, and maintains high customer satisfaction levels.

Job Responsibilities

  • Monitor the overall performance of service desk staff, keeping an eye on escalation and assuring that issues are resolved quickly and to the user’s satisfaction
  • Manage ticket rebalancing, prioritization, and escalation.
  • Identify opportunities for improving the handling of repetitive tickets and implement necessary changes.
  • Ensure solutions are documented, repeatable, and communicated to users.
  • Contribute to larger IT projects.
  • Set goals for direct reports and monitor their performance.
  • Implement a continuous improvement process, including trend analysis and root cause identification to reduce repetitive issues.
  • Collaborate with other business owners to create a seamless experience for staff.
  • Establish measurable goals and regularly report metrics against these goals.

Knowledge and Experience


5+ years of progressive service delivery experience, including 2+ years in a leadership role that involved supervising remote staff and direct responsibility for service performance


Bachelors or equivalent professional experience.


Accepting Responsibility
Building and Supporting Teams
Communicating Effectively
Driving Continuous Improvement
Interacting with People at Different Levels

Our culture is the most important thing we offer. We continuously aim to provide a high-growth space where you can do your best work and, in the process, unlock your boundless potential. We work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance and creating a supportive working environment. We also provide the following: 


  • 23 days annual leave + 4 company days (Christmas Eve, New Years Eve, employment start date and Juneteenth day) 
  • Vibrant and sociable office 
  • Annual pay reviews  
  • Easily accessible office – lots of travel options 
  • Located next to a surplus of local amenities  
  • 5% employer pension contribution, also offering salary sacrifice  
  • Fully remote or hybrid work styles, dependent on your location to the office 
  • Free breakfast and snacks provided at the office, including fresh fruit, a sweet station and drinks fridge 
  • Christmas Party and Summer Party Extravaganzas  
  • International travel with work (dependent on your role) 
  • We offer three months of full paid maternity/birthing parent pay and a 2-week part-time phase back into work full pay. 


It doesn’t end here; we have much more to offer. Join us to discover!