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 Service Desk Lead, you will play a critical role in managing our service desk operations, providing guidance and support to our customers, and leading a team of service desk analysts.

Key Responsibilities

  • Oversee the timely handling of customer inquiries and monitor queues to ensure efficient resolution.
  • Provide direction to your team of service desk analysts, helping them navigate complex issues and supporting them with escalated tickets.
  • Develop and implement processes to improve service desk efficiency and effectiveness.
  • Collaborate with cross-functional teams to identify and resolve technical issues.

Requirements

  • Technical proficiency and experience with Ticket Management Systems and Microsoft tools (Excel, Word, Outlook).
  • Familiarity with service desk operations, including task triage and prioritisation.
  • Strong leadership and communication skills, with the ability to provide direction and guidance to team members.
  • Ability to work in a fast-paced environment and adapt to changing priorities.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for professional development and growth.
  • A dynamic and supportive work environment.
  • The chance to work with a highly skilled and experienced team.

About Us

MI5 is a leading intelligence agency that protects the UK from terrorism, cyber-attacks, and espionage. We are committed to creating a diverse and inclusive work environment that values the contributions of all employees.

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