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Service Desk Operations Manager

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 key member of our service desk operations, you will play a pivotal role in managing our service desk operations, providing direction to your team of service desk analysts, and supporting them with escalated tickets.

Key Responsibilities
  • Service Desk Management: Provide leadership and guidance to your team of service desk analysts, helping them navigate complex issues and supporting them with escalated tickets.
  • Technical Expertise: Possess technical proficiency and experience with Ticket Management Systems and Microsoft tools (Excel, Word, Outlook).
  • Service Desk Operations: Familiarity with service desk operations, including task triage and prioritisation.
  • Team Development: Provide duty of care for staff, identify growth opportunities, and offer training.
About You

To be successful in this role, you will have:

  • Technical Skills: Strong technical skills, including experience with Ticket Management Systems and Microsoft tools.
  • Service Desk Experience: Familiarity with service desk operations, including task triage and prioritisation.
  • Leadership Skills: Ability to provide leadership and guidance to your team.
What We Offer

We offer a competitive salary, excellent benefits, and opportunities for growth and development. As a member of our team, you will have access to:

  • Competitive Salary: A starting salary of £34,633.
  • Excellent Benefits: 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: Flexible working arrangements.
  • Opportunities for Growth: 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.