Service Desk Lead

5 months ago


Manchester, United Kingdom Cognizant Technology Solutions Full time

Excellent opportunity for Service Desk Lead to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services - Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

Responsible for the management and smooth running of the Global Service Desk. The role is expected to work as part of a team, flexibly, covering 24/7/365.

**Key responsibilities include, but are not limited to**:
**Driving a high quality, consistent Global Service Desk service to all customers**
- To conduct proactive, real-time monitoring of service levels to ensure that tickets are resolved in a timely manner, in line with SLA’s and that all work is appropriately allocated out amongst the team.
- To ensure that any high priority issues are identified and passed to the correct team for resolution.
- To take part in Major Incident calls as required on behalf of the Service Desk or ensure that a qualified team member is in attendance.
- Champion, develop and maintain channels of communication between resolution teams and the Global Service Desk.
- Responsible to review team performance against agreed KPI’s and SLA’s - conducting conversations that enhance both the individual and team performance.
- To maintain oversight of (or manage)escalations and complaints, ensuring the right actions are taken in line with specific stakeholder requirements.

**Identifying and implementing service improvements**
- Responsible to review available service data, identifying trends and opportunities to “shift left”.
- Drive the identification and implementation of solutions to benefit the customer, providing evidence of service improvements via reporting of successes and failures.
- To support the successful transition of new service offerings being undertaken by the customer into the Global Service Desk.

**Ensuring the provision of high quality training and improvements in Analyst performance**
- To ensure effective onboarding and training plans are in place for all new starters.
- To organise knowledge transfer sessions with technical SME’s for the team, alongside appropriate supporting documentation.
- To ensure training plans are in place for all the team members, aligned with an appropriate Skills matrix.

**Provision of effective team management, ensuring engagement and high performance**
- Ensure effective resourcing plans are in place to deliver a high quality service.
- Ensure all team members are clear about what they need to do to be successful in their roles, including clarity on objectives and required behaviours.
- Ensure all team members have regular performance conversations and are provided with regular feedback to help them grow and develop.
- Ensure all team members have a tailored development plan and are supported in meeting their development goals.

**Behavioural Competencies**

**Stakeholder requirements**
- Equips others with skills necessary to deliver outstanding service to the business.
- Provides advice and direction to colleagues on managing stakeholder expectations and/or responding to complex issues.

**Communication**
- Engages different audiences by using a range of impactful communication channels.
- Adapts their communication style to get the best out of others and motivates them to achieve the best results.

**Relationship management**
- Engages with stakeholders and their teams through regular meetings.
- Raises awareness of diversity, individual and cultural differences, and ways of working.

**Solution focus**
- Takes responsibility for their teams results, while holding others accountable for their work.
- Ensures the team works together and with other parts of IT to deliver integrated solutions.

**Efficiency and quality**
- Ensures their team at all times delivers high-quality and accurate work while paying attention to detail.
- Sets realistic expectations, priorities and deadlines and optimises available resources.
- Develops processes and ways of working with efficiency and accuracy in mind.

**Continuous improvement and innovation**
- Continuously identifies opportunities for improvements by evaluating ways of working within and across teams.
- Proactively seeks ideas and suggestions and implements beneficial improvements.

**Analysis and decision-making**
- Analyses and makes sense of a range of information; effectively manages large amounts of data.

**Commercial acumen**
- Understands how their own and the teams activity impacts financial performance of the firm.
- Monitors performance against clear standards and expectations.

**Risk and governance**
- Contributes to the development of the firm’s policies and procedures and ensures they are followed.

**Collaboration**
- Adopt a ‘One Team’ mind set



  • Manchester, United Kingdom bet365 Full time

    Job Title: Senior Service Desk LeadAbout the Role:We are seeking a highly skilled Senior Service Desk Lead to join our team at bet365. As a Senior Service Desk Lead, you will be responsible for providing exceptional customer service to our internal customers, ensuring that their technical issues are resolved efficiently and effectively.Key Responsibilities:...

  • Service Desk Lead

    1 month ago


    Manchester, United Kingdom Cognizant Full time

    Excellent opportunity for Service Desk Lead to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Service Desk Lead

    1 month ago


    Manchester, United Kingdom Cognizant Full time

    Excellent opportunity for Service Desk Lead to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Service Desk Lead

    4 weeks ago


    Manchester, United Kingdom Cognizant Full time

    Excellent opportunity for Service Desk Lead to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Service Desk Lead

    2 weeks ago


    Manchester, United Kingdom Cognizant Full time

    Excellent opportunity for Service Desk Lead to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...


  • Manchester, United Kingdom Cognizant Full time

    Service Desk Shift Lead Opportunity at CognizantCognizant is seeking a skilled Service Desk Shift Lead to join our Infrastructure Services practice. As a key member of our Global Service Desk, you will be responsible for providing 24/7/365 support to our clients.Key Responsibilities:Monitor service levels and dashboards to ensure timely resolution of tickets...

  • Service Desk Lead

    1 month ago


    Manchester Area, United Kingdom Cognizant Full time

    Excellent opportunity for Service Desk Lead to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Service Desk Lead

    1 month ago


    Manchester Area, United Kingdom Cognizant Full time

    Excellent opportunity for Service Desk Lead to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...

  • Service Desk Lead

    1 month ago


    Manchester Area, United Kingdom Cognizant Full time

    Excellent opportunity for Service Desk Lead to be part of our Infrastructure services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data...


  • Manchester, United Kingdom Chroma Recruitment Full time

    This vacancy is to join one of the country’s most successful telecoms business in supporting an impressive portfolio of clients across multiple industries. We are looking specifically for a Service Desk Manager that will be responsible for the day to day running of the function. You will be responsible for: Managing the strategic development of the...

  • Service Desk Manager

    2 months ago


    Manchester, United Kingdom Chroma Recruitment Full time

    This vacancy is to join one of the country’s most successful telecoms business in supporting an impressive portfolio of clients across multiple industries. We are looking specifically for a Service Desk Manager that will be responsible for the day to day running of the function.You will be responsible for:Managing the strategic development of the function...

  • Service Desk Manager

    2 months ago


    Manchester, United Kingdom Chroma Recruitment Full time

    This vacancy is to join one of the country’s most successful telecoms business in supporting an impressive portfolio of clients across multiple industries. We are looking specifically for a Service Desk Manager that will be responsible for the day to day running of the function. You will be responsible for: Managing the strategic development of the...

  • Service Desk Manager

    2 months ago


    Manchester, United Kingdom Chroma Recruitment Full time

    This vacancy is to join one of the country’s most successful telecoms business in supporting an impressive portfolio of clients across multiple industries. We are looking specifically for a Service Desk Manager that will be responsible for the day to day running of the function. You will be responsible for: Managing the strategic development of the...

  • Service Desk Lead

    4 weeks ago


    Manchester, United Kingdom Cognizant Full time

    At Cognizant, we are seeking a highly skilled Service Desk Lead to join our Infrastructure Services practice. As a key member of our global service desk team, you will be responsible for providing 24/7/365 support to our clients.Key Responsibilities:Monitor service levels and dashboards to ensure timely resolution of tickets in line with SLAs.Allocate work...


  • Manchester, United Kingdom Manchester Metropolitan University Full time

    **Who are we?** As part of IT & Digital, the IT Service Desk acts as a first point of contact for IT-related queries from up to 45,000 students, staff, and guests at Manchester Met. The work we do has a direct impact on the experience of our students and colleagues, and so we are committed to providing a consistently excellent and efficient service,...


  • Manchester, United Kingdom ASM Global - Europe Full time

    Service Desk Manager Full-Time: 37.5 hours per weekLocation: ManchesterContract Type : Fixed Term 6 monthsWho Are WeWe are ASM Global, and we host breath-taking live events at our venues around the globe. Our impressive network of over 350 Stadiums, Arenas, Conference Centres and Theatres have welcomed some of the World’s most exciting Music Artists and...

  • Service Desk Manager

    12 hours ago


    Manchester, United Kingdom ASM Global - Europe Full time

    Job Description Service Desk Manager Full-Time: 37.5 hours per week Location: Manchester Contract Type : Fixed Term 6 months Who Are We We are ASM Global, and we host breath-taking live events at our venues around the globe. Our impressive network of over 350 Stadiums, Arenas, Conference Centres and Theatres have welcomed some of the World’s most...


  • Manchester, United Kingdom Searchability® Full time

    SENIOR SERVICE DESK ENGINEER Competitive benefits package Onsite requirement with set shift patterns – Manchester Office As a Senior Service Desk Engineer you will be ensuring that excellent customer service is provided. Founded over 20 years ago, our client is a leading global software solutions provider, employing more than 7,000 people across...

  • Technical Lead

    3 weeks ago


    Manchester, United Kingdom Cognizant Full time

    Job SummaryWe are seeking a dedicated Technical Lead with 5 to 6 years of experience in Incident Management Service Desk and Service Desk App Support. The ideal candidate will work from our office in a rotational shift model ensuring seamless IT operations and support. This role is crucial for maintaining high service standards and ensuring quick resolution...


  • Manchester, United Kingdom Bureau Veritas Group Full time

    Job Title: IT Service Desk SpecialistJob Summary:We are seeking an IT Service Desk Specialist to join our team at Bureau Veritas Group. As an IT Service Desk Specialist, you will be responsible for providing technical support to our employees across Northwest Europe.Key Responsibilities:Provide remote technical support to employees across Northwest...