Service Desk Lead

2 weeks ago


Stockport, Stockport, United Kingdom St John Ambulance Full time
About the Role

We are seeking a highly skilled and experienced Service Desk Lead to join our team at St John Ambulance. As a key member of our Technology Support Team, you will be responsible for ensuring the smooth operation of our technology systems, providing exceptional customer service, and driving continuous improvement.

Key Responsibilities
  • Champion customer needs within the team, understanding how technology affects, enables, and influences collective success.
  • Act as a technical escalation point, advising, assisting, training, and coaching team members as needed.
  • Monitor logged incidents and requests, ensuring diagnosis and escalation to consistent quality standards.
  • Coordinate team efforts to meet or exceed SLAs and customer expectations.
About You

To succeed in this role, you will possess a strong technical background, excellent analytical skills, and the ability to communicate effectively with stakeholders at all levels. You will have experience with ITIL processes, ITSM tools, and supporting Office 365 and Azure Active Directory.

What We Offer
  • Competitive salary and pension scheme.
  • 33 days holiday (inclusive of bank holidays) - increasing to 38 days over 5 years.
  • Hybrid, flexible working.
  • Cycle to work scheme and Electric Vehicle Scheme.
  • Health and Wellbeing portal - access to financial, health, and wellbeing support and an Employee Assistance Programme.
  • Discounts - access to Blue Light and NHS Discounts, as well as discounts on mobile phones, gym membership, cinema tickets, restaurants, holidays, and shopping.

We pride ourselves on being a great place to work, providing a supportive culture with opportunities to grow and develop your career, achieve a healthy work-life balance, and be recognized for your contributions.


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