Service Desk Lead

1 week ago

Stroud Gloucestershire, United Kingdom Ecotricity Full time

Location: Stroud, Hybrid

Salary Details: Depending on Experience

About The Role

As our Service Desk Lead, you’ll guide a dedicated team at the heart of our IT operations, delivering seamless, colleague-focused IT support. Your priority will be to ensure first-contact resolution, efficient ticket handling, and a consistently outstanding experience for every user.

You’ll foster a collaborative, customer-focused environment where the team delivers reliable service and prioritising operational excellence. You’ll empower your team to excel and adapt to evolving needs through mentorship and continuous improvement.

In this role, you’ll also play a key part in maintaining service reliability, addressing challenges effectively, and collaborating with stakeholders to drive meaningful enhancements that improve the colleague experience.

What you will do…

• Oversee the service desk’s daily operations, ensuring effective handling of calls, incidents, and service requests while maintaining coverage across all supported hours.

• Drive first-contact resolution by promoting the use of detailed SOPs and delivering exceptional support to colleagues and front-line teams.

• Manage recurring operational tasks, such as audits and system checks, ensuring consistent and reliable service delivery.

• Mentor and upskill team members, fostering a culture of growth, innovation, and continuous improvement.

• Lead Post-Incident Reviews, delivering actionable insights to enhance service resilience.

• Take charge during major incidents, coordinating responses and ensuring clear stakeholder communication for rapid resolution.

• Liaise with other IT and business teams and third-party providers to resolve escalated issues and enhance overall service delivery.

• Present service desk performance metrics, such as ticket statistics and SLA adherence, to senior management focusing on actionable insights.

• Champion process, tool, and team performance enhancements to meet evolving business needs.

• Perform any other reasonable support and service tasks as directed by your line manager

About You

Experience and Qualifications

• Proven experience leading a customer service-focused IT service desk, with a track record of driving performance and improvements.

• Strong understanding of ITIL best practices, supported by at least one relevant certification.

• Demonstrated ability to manage and report on SLAs effectively.

• Exceptional written and verbal communication skills, with experience presenting to senior management.

• Strong problem-solving and analytical capabilities with a results-driven approach.

• Experience with Jira for ticket management and process optimisation (advantageous).

• Solid understanding of IT infrastructure and support processes (advantageous).

About Us

What's in it for you...

Healthcare plan, life assurance and generous pension contribution

Volunteering day

Hybrid working

Various company discounts (including shops, days out and events)

Holiday of 25 days (plus bank holidays) & ability to buy/sell days

Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.

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