Service Desk Operations Manager

1 week 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 key member of our service desk operations, 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
  • Service Desk Operations Management: Monitor queues, track response times, and ensure efficient workflows.
  • Team Leadership: Provide direction to your team of service desk analysts, helping them navigate complex issues and supporting them with escalated tickets.
Requirements
  • Technical Proficiency: Technical proficiency and experience with Ticket Management Systems and Microsoft tools (Excel, Word, Outlook).
  • Service Desk Operations Experience: Familiarity with service desk operations, including task triage and prioritisation.
  • Leadership Skills: The ability to provide duty of care for staff and identify growth opportunities.
What We Offer
  • Competitive Salary: A starting salary of £34,633.
  • Benefits Package: 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: Flexible working arrangements.
  • Training and Development: Opportunities to be recognised through our employee performance scheme.
  • Pension Scheme: Excellent pension scheme.
  • Season Ticket Loan: Interest-free season ticket loan (travel/parking).
  • Cycle to Work Scheme: Cycle to work scheme.
  • Facilities: Facilities such as a restaurant and on-site coffee bar.
  • Paid Parental Leave: Paid parental and adoption leave.
  • Specialist Skills Advancement Payments: Specialist Skills advancement payments available, on assessment.

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