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Service Desk Lead
2 months ago
About MI5
MI5 is a leading intelligence agency that protects the UK from terrorism, cyber-attacks, and espionage. We use cutting-edge technology and partnerships to identify, analyze, and disrupt threats.
The Role
As the Service Desk Lead for our Manchester team, you will play a pivotal role in managing our service desk operations. You will oversee the timely handling of customer inquiries, monitor queues, and provide direction to your team of service desk analysts.
Responsibilities
- Oversee the timely handling of customer inquiries and monitor queues to ensure efficient service delivery.
- Provide direction to your team of service desk analysts, helping them navigate complex issues and supporting them with escalated tickets.
- Identify growth opportunities and offer training to your team to enhance their skills and knowledge.
About You
To be successful in this role, you will 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 duty of care for staff and identify growth opportunities.
Training and Development
As part of MI5's commitment to your growth, you will have the opportunity to shape your personal development journey through tailored learning and development programs aligned with your role. You will receive a comprehensive 3-day departmental induction, followed by a business unit induction, and a local induction within the business unit.
Rewards and Benefits
- A competitive starting salary.
- 25 days annual leave rising to 30 days after 5 years' service, and an additional 10.5 days' public and privilege holidays.
- Flexible working arrangements.
- Opportunities to be recognized through our employee performance scheme.
- An excellent pension scheme.
- Interest-free season ticket loan (travel/parking).
- A cycle to work scheme.
- Facilities such as a restaurant and on-site coffee bar.
- Paid parental and adoption leave.
- Specialist Skills advancement payments available, on assessment.
Disability Confident
MI5 is proud to have achieved Leader status within the DWP's Disability Confident scheme. We aim to offer a person-to-person interview to any candidate who self-identifies as disabled and meets the criteria for the role.
