Service Desk Lead

1 month ago

StokeonTrent, United Kingdom CBSbutler Full time

Job ref:
1202408/001_1682351110
- Location:
Basford, Stoke-on-Trent
- Sector:
ICT, Defence and Security
- Job type:
Permanent
- Salary:
£35000 - £40000 per annum
- Contact:
Liam Parsons
- Published:
about 1 hour ago
- Start date:
ASAP
- Consultant:
Liam Parsons

**Service Desk Lead**

Permanent opportunity
- Based on-site in stoke
- £35,000 - £40,000 per annum
- **Please note this role requires you to gain Security Clearance**

**Responsibilities**:
- Lead and manage a team of service desk technicians, ensuring that all support tickets are handled in a timely and professional manner.-
- Develop and implement processes and procedures to improve the efficiency and quality of support provided by the service desk team.-
- Maintain a high level of technical expertise and knowledge of current technologies and provide mentorship and training to the service desk technicians.-
- Develop and maintain strong relationships with internal customers, stakeholders, and vendors, to ensure that their needs are met, and their expectations are exceeded.-
- Ensure that the service desk team adheres to all IT policies and procedures and provides regular feedback to management on team performance and customer satisfaction.-
- Monitor and analyse support metrics and develop action plans to continuously improve service levels.-
- Participate in the development and implementation of new IT projects and initiatives and provide input on the impact of these projects on the service desk team and overall support operations.-
- Manage operational readiness handover (service acceptance) working closely with architects and infrastructure team to manage new services appropriately with the right knowledge and tools within the service operations function.**Skills and Experience**- Technical knowledge at 2nd/3rd line level.-
- Knowledge of MOD working practices and associated "acronyms".-
- Direct experience of a busy customer service environment.-
- Proven analytical skills with the ability to identify trends/problems.-
- Proficient in the use of Microsoft Office tools (Word, Excel, Outlook, PowerPoint), Visio is desirable.-
- Excellent written, verbal and interpersonal skills.-
- Excellent knowledge of ITIL framework practices, including implementation in real world scenarios.-
- Incident Management Experience.-
- Change Management Experience.-
- Knowledge of Service Management tool usage/management, specifically JIRA, is desirable.

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