Service Desk Lead
6 days 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. Whether customers face intricate problems or straightforward questions, your guidance and support will be key to our success.
Responsibilities
- Monitor queues and track response times 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.
About You
Successful Service Desk Manager candidates 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, identify growth opportunities, and offer training.
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. We will encourage you to pursue relevant professional qualifications and certifications, which will enhance your success in your current position and pave the way for career progression.
Rewards and Benefits
- A competitive starting salary.
- Flexible working arrangements.
- Opportunities to be recognized through our employee performance scheme.
- An excellent pension scheme.
- Interest-free season ticket loan (travel/parking).
- 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.
At MI5, diversity and inclusion are critical to our mission.
We are committed to creating an inclusive environment that values diversity in every sense of the word; those with different backgrounds, ages, ethnicities, gender identities, sexual orientations, ways of thinking, and those with disabilities or neurodivergent conditions.
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