Service Desk Operations Manager
6 days 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, ensuring that our customers receive exceptional support and service.
Key Responsibilities
- Monitoring queues and tracking response times to ensure timely resolution of customer issues;
- Providing direction and guidance to your team of service desk analysts to ensure they have the necessary skills and knowledge to resolve complex technical issues;
- Helping team members navigate complex issues and providing support with escalated tickets;
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 prioritisation;
- The ability to provide duty of care for staff, identify growth opportunities, and offer training;
What We Offer
We offer a comprehensive benefits package, including a starting salary of £34,633, 25 days annual leave rising to 30 days after 5 years' service, and an additional 10.5 days' public and privilege holidays. You will also have access to flexible working arrangements, opportunities to be recognised through our employee performance scheme, and an excellent pension scheme.
Our Commitment to Diversity and Inclusion
We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees. We are proud to have achieved Leader status within the DWP's Disability Confident scheme and are committed to providing a person-to-person interview to any candidate who self-identifies as disabled and meets the criteria for the role.
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Service Desk Operations Manager
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