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Help Desk Coordinator

2 months ago

Manchester, United Kingdom MI5 Full time

About the Role

We are seeking a highly skilled Service Desk Operations Manager to join our team at MI5. As a Service Desk Lead, you will play a pivotal role in managing our service desk operations, ensuring efficient workflows, and providing direction to your team of service desk analysts.

Key Responsibilities

  • Monitor queues and track response times to ensure efficient workflows.
  • Provide direction to your team of service desk analysts, helping them navigate complex issues and supporting them with escalated tickets.

About You

To be successful in this role, you will have:

  • Technical proficiency and experience with Ticket Management Systems and Microsoft tools (Excel, Word, Outlook).
  • Familiarity with service desk operations, including task triage and prioritisation.
  • The ability to provide duty of care for staff, identify growth opportunities, and offer training.

Training and Development

We are committed to your growth and development, offering a comprehensive 3-day departmental induction, followed by a business unit induction. You will also have the opportunity to shape your personal development journey through tailored learning and development programs aligned with your role.

Rewards and Benefits

  • A competitive starting salary.
  • 25 days annual leave rising to 30 days after 5 years' service, and an additional 10.5 day's public and privilege holidays.
  • Flexible working arrangements.
  • Opportunities to be recognised through our employee performance scheme.
  • An excellent pension scheme.
  • Interest-free season ticket loan (travel/parking).
  • A cycle to work scheme.
  • Facilities such as a restaurant and on-site coffee bar.
  • Paid parental and adoption leave.
  • Specialist Skills advancement payments available, on assessment.

At MI5, Diversity and Inclusion are Critical to Our Mission

We are committed to creating an inclusive environment that values diversity in every sense of the word. This includes diversity in backgrounds, ages, ethnicities, gender identities, sexual orientations, ways of thinking, and those with disabilities or neurodivergent conditions.