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

  • Oversee the timely handling of customer inquiries and ensure that all issues are resolved efficiently and effectively.
  • Monitor queues and provide direction to your team of service desk analysts to ensure that they are equipped to handle complex issues and escalated tickets.
  • Provide technical guidance and support to your team, helping them to navigate intricate problems and provide solutions.
  • Collaborate with other teams to identify areas for improvement and implement process changes to enhance our service desk operations.

About You

To be successful in this role, you will need to have:

  • Technical proficiency and experience with ticket management systems and Microsoft tools (Excel, Word, Outlook).
  • Familiarity with service desk operations, including task triage and prioritization.
  • The ability to provide exceptional customer service and support, with a focus on resolving issues efficiently and effectively.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for professional development and growth within the organization.
  • A dynamic and supportive work environment.
  • The chance to work with a talented team of professionals who are passionate about delivering exceptional service.

How to Apply

If you are a motivated and experienced service desk professional who is looking for a new challenge, please submit your application. We look forward to hearing from you.

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