Service Desk Lead

1 month ago

Brighton, United Kingdom The Software Institute Full time

Service Desk Lead

The Opportunity
We are developing a software platform that will support in closing the global digital skills gap. We have several enterprise customers and are excited to develop and scale the Service Desk team to support the pace of delivery we are looking to achieve. We are a technology company at our core and are passionate about helping to enable the next generation of technologists.

**About You**

We’re looking for an experienced individual who will lead our Service Desk team. You are an enthusiastic, curious, imaginative individual with a passion for customer service and looking to expand your career in a fast-paced dynamic company. You have a desire to be part of a constantly evolving high performing team, responsible for the timely and efficient resolution of both technical and non-technical issues, and management of the service desk team. Utilising latest ITSM/Help Desk best practises, you are seeking to be exposed to a wide variety of technology to help you grow and evolve your skillset.

**Key Technologies**
- Service Desk Software: You should be familiar with at least one service desk software, preferably JIRA Service desk, to manage customer support tickets, track issues, and measure service levels.
- ITSM Tools: You should also have knowledge of IT Service Management (ITSM) tools used to manage and automate IT service delivery and support processes.
- Monitoring and Alerting Tools: It is essential for you to understand monitoring and alerting tools that help detect and notify IT teams of technical issues and outages.
- Automation Tools: You should be familiar with automation tools like chatbots, virtual assistants, and workflow automation tools that can help improve the efficiency and effectiveness of the service desk.

Having knowledge of the concepts listed below is required:

- Service desk management - ideally with ITIL qualifications
- SLAs
- Experience of implementing an incident and problem service model

Having knowledge of the concepts listed below is preferred but not a requirement:

- Troubleshooting in web browsers
- Agile

Day-to-day, you will:

- Manage the Support workflow process for the platform which includes:

- Incident Identification
- Incident Logging
- Incident Categorisation
- Incident Prioritisation
- Incident Response
- Answer incoming questions about the technical products and their capabilities.
- Initiate and support engagement through Special Interest Groups, User Groups, and other events.
- Build product knowledge base to optimize future service delivery and enable team scaling.
- Document service desk processes to enable team scalability and growth.
- Maintain effective communication between customers, business, and technical stakeholders in the project to ensure all parties have the relevant information about the product.
- Contribute to the product roadmap, bringing knowledge of frequently asked questions and service requests.
- Pro-actively engage with product owners, UX designer, QA, back-end, and front-end developers to solve problems faced by end customers every day.
- Actively work in a quality focussed approach within the team.
- Enhance your skillset and knowledge by testing own work and solutions.

**Required skills and experience**:

- Excellent attention to detail.
- Knowledge and understanding of best practice frameworks (such as ITIL, ISO27001) for the delivery of IT services.
- Strong analytical & troubleshooting skills.
- Strong Leadership Skills
- Experience of developing professional and effective working relationships with customers and key stakeholders
- Excellent communication skills to both technical and non-technical stakeholders.
- Experience of developing professional and effective working relationships with customers and key stakeholders
- Able to grasp technical concepts and new product functionality quickly.
- Thorough knowledge of agile development methods and processes.
- Good organisational & time keeping skills.
- Self-motivated with the ability to work on own and within a team.
- Ability to work to tight timescales.
- A commitment to quality.
- Be able to adapt to a fast-paced environment where priorities can change.

Our Company
We are a leading provider of digital solutions, software, consulting, and managed services. At our core, we are a Digital Transformation consultancy with over two decades of experience in the financial, government and commercial markets.

We recognise the importance of strong teams who enjoy collaborating to deliver ambitious projects and we offer a supportive environment where you can improve your skills and gain new experience. Our team values are:

- Learning and Developing
- Be ethical
- Teamwork and collaboration
- Professionalism

Salary
- Based on experience

**Salary**: Up to £30,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Brighton: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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