IT Service Lead

2 weeks ago

Preston, United Kingdom MHA Full time

IT Service Lead- On-Site in Preston.

You will be looking after the MHA estate and as lead, will be required to travel to other MHA sites on occasion. 4 days in an office but could be 5 depending on operational requirements. Sites are in Preston, Manchester, Lancaster, Kendal, Liverpool, Nottingham. Expenses claimable between sites. MUST BE A CAR OWNER / DRIVER.

Salary is negotiable depending on experience.

Purpose of the Role

The co-ordination and assurance of all IT Services, ensuring high quality, consistent, professional, and service level driven support is delivered to the MHA staff and partners (customers).

The role of the Service lead is to provide outstanding service to our customers. Focusing on your aligned region, offices, and customers to gain a deep understanding of their ways of working and ensuring that IT services deliver an exceptional experience.

Work with the Head of Service to create a customer engagement plan for your region. The primary focus is to continuously improve services through efficiency, saving time and removing frustration. Using your own knowledge and detailed analyses of tickets and current trends to identify and drive opportunities for improvement.

A key part of the role is to help our customers to achieve value from IT through improved understanding of the tools available. Through the delivery of workshops, knowledge materials and focused communications. You will be expected to tailor these to the specific needs of your region, offices, and customers.

In your role you will monitor the support queues for your region and ensure that expectations are being met or managed. You will not personally fix each ticket, but you will be responsible for progress and escalation where necessary. You will understand the business priorities and ensure that timely resolutions are found.

You will provide direct support for applications and some workplace systems. Working with the Customer Support Analysts you will ensure that these tickets are kept updated, prioritised and resolutions documented.

This role primarily focuses on our Northern. As a high-presence role, time with customers is key and weekly travel will be required. As part of the IT service team, you will at times be providing services nationally both remotely and in person across our UK offices and to remote-based people around the world.

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