Service Desk Lead

**Summary of the role & who we're looking for**

We’re looking to recruit an experienced Service Desk Lead at Blueleaf to join our IT team who is able to ensure technology within Blueleaf is functioning, correctly used and managed in the most efficient way across the different company locations. This is a permanent full time role, and will involve visiting other company locations from time to time.

This role suits someone who is looking to progress into leading and managing teams, being involved in strategic projects and who is a quick learner and disciplined thinker.

**Main responsibilities**
- Hands-on, solution focused role ensuring high quality and speedy solutions across the service desk.
- Maintain a high performing Blueleaf IT Service Desk through effective resource management, service desk reporting and analysis and identification and documentation of root causes and solutions implemented.
- Responsible for the successful implementation of technical solutions identified by Business analyst.
- Collaborate with diverse/cross-functional teams to deliver a broad range of technical projects spanning across the Blueleaf IT landscape with an aim to continuously improve Blueleaf business processes.
- Identify and assess ways to improve process and service performance, and suggest changes to support such improvements.
- Identifying potential solutions and implementing these, assessing them for both technical and business suitability.
- Ability to setup, configure, and roll-out of hardware and software as needed.
- Organize and maintain IT Inventory and assist in the deployment/retirement of hardware as needed.
- Document incidents and processes as directed and ensure that all tickets requiring follow up work and/or calls receive appropriate attention and achieving SLA metrics.
- Assist in developing and documenting improvements to current processes.
- Escalate all service requests and change requests that may require additional resources for timely closure or escalated priority.
- Stay abreast of new and emerging security threats and mitigation approaches and perform periodic security reviews.
- Work to ensure regulatory compliance in all aspects of data utilization and information access.
- Ensure all proposed changes follow the Change Management policy and procedure for production changes.
- Report any security or data breaches in a timely fashion.
- Presenting proposals to colleagues or management for improvement plans.
- Working closely with colleagues, developers, testers and a variety of end users to ensure technical compatibility and user satisfaction.
- Ensuring that all internal systems, processes, controls and budgets are used, endorsed and adhered to.
- Provide pre and post implementation and release testing for systems and processes.
- Developing knowledgebase articles and self-help documentation/checklists for reoccurring problems.
- Keeping up-to-date with technical and industry developments.

**Skills & Experience**
- 2 - 3 years of experience in an end-user desktop support role.
- Proficiency in Microsoft technology stack.
- Solid knowledge of advanced printer/peripheral device troubleshooting.
- Exceptional customer service skills.
- Ability to work independently.
- Ability to gather relevant information, identify the synergies between different pieces of information, reason from cause to effect and produce effective solutions to practical problems.
- Adaptable and able to embrace change and seek opportunities for improvement and maintain effectiveness in a rapidly changing environment.
- A determination to perform at the highest standard, aiming to exceed norms and expectations.
- Ability to organise, assemble and manage resources (people, tasks, projects) and manage own time efficiently and to handle multiple activities in parallel to accomplish goals and meet deadlines.

**About Blueleaf**

At Blueleaf, we believe those who care for others are extraordinary. We're here to support them and ensure they never feel alone, and by understanding our client’s needs and challenges, this allows us to find the right solutions to achieve their desired outcomes, as well as providing the essentials that every care home needs. In an industry which is all about people, we value relationships above all else, we take the time to get to know them, listen to them, and walk in their shoes and those of their residents - always living our values: 'Stronger Together, Achieve the Outcome, Lead the Way and Care. Always'.

With over 30-years’ experience in the care home sector and occupying a large portion of this market, Blueleaf is continually looking at ways to expand and grow by seeking new opportunities, and to use its experience and expertise to help care homes deliver outstanding care for their residents.

Blueleaf is an equal opportunities employer.

**What will we offer?**

We will offer a salary of £40,000 - £50,000 per annum, 33 days holiday inclusive of bank and public holidays. You will be el