Service Desk Lead

6 days ago

Manchester, United Kingdom MI5 Full time

About the Role

We are seeking a highly skilled and experienced Service Desk Lead to join our team at MI5. As a key member of our service desk operations, you will play a pivotal role in managing our service desk activities and ensuring that our customers receive exceptional support.

Key Responsibilities

  • Monitor and manage service desk queues to ensure efficient workflows and timely responses to customer inquiries.
  • Provide guidance and direction to a team of service desk analysts, helping them navigate complex technical issues and supporting them with escalated tickets.
  • Collaborate with cross-functional teams to identify and implement process improvements and best practices.
  • Develop and maintain relationships with key stakeholders, including customers, vendors, and internal teams.

Requirements

  • Proven experience in a service desk or technical support role, with a strong understanding of ticket management systems and Microsoft tools.
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
  • Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and projects.

What We Offer

  • A competitive salary and benefits package, including a starting salary of £34,633.
  • Opportunities for professional growth and development, including training and certification programs.
  • A dynamic and supportive work environment, with a focus on teamwork and collaboration.
  • A comprehensive induction program, including a 3-day departmental induction and a business unit induction.

About Us

MI5 is a leading intelligence agency, dedicated to protecting the UK from terrorism, cyber threats, and other national security risks. We are committed to diversity and inclusion, and welcome applications from candidates with diverse backgrounds and experiences.

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