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Service Desk Operations Manager
2 months ago
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 guidance and support to our customers, and ensuring that our service desk operations run smoothly and efficiently.
Key Responsibilities
- Monitor and manage service desk queues and response times.
- Provide direction and guidance to a team of service desk analysts.
- Develop and implement processes and procedures to improve service desk operations.
- Collaborate with other teams to ensure seamless service desk operations.
- Identify and address any issues or concerns that may impact service desk operations.
Requirements
- Technical proficiency and experience with ticket management systems and Microsoft tools (Excel, Word, Outlook).
- Familiarity with service desk operations, including task triage and prioritization.
- Ability to provide duty of care for staff, identify growth opportunities, and offer training.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
What We Offer
- A competitive salary and benefits package.
- Opportunities for career growth and professional development.
- A dynamic and supportive work environment.
- Collaborative and inclusive team culture.
- Flexible working arrangements.
About Us
MI5 is a leading intelligence agency that works to protect the UK from terrorism, cyber-attacks, and espionage. We are committed to creating a diverse and inclusive work environment that values and supports our employees.
