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Service Desk Lead

2 months ago

Manchester, United Kingdom MI5 Full time
About the Role

We are seeking a highly skilled and experienced Service Desk Lead 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 team and ensuring the delivery of exceptional customer service.

Key Responsibilities
  • Monitor and manage service desk queues, ensuring timely response and resolution of customer issues.
  • Provide guidance and direction to service desk analysts, helping them navigate complex technical issues and escalating tickets as necessary.
  • Develop and implement process improvements to enhance service desk efficiency and effectiveness.
  • Collaborate with cross-functional teams to resolve technical issues and improve overall service delivery.
Requirements
  • Proven experience in a service desk or technical support role, with a strong understanding of ticket management systems and Microsoft tools.
  • Excellent communication and interpersonal skills, with the ability to work effectively with technical and non-technical stakeholders.
  • Strong problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions.
  • Ability to work in a fast-paced environment, with a high level of adaptability and flexibility.
What We Offer
  • A competitive salary and benefits package, including a starting salary of £34,633.
  • Opportunities for professional development and growth, including training and development programs aligned with your role.
  • A supportive and inclusive work environment, with a focus on teamwork and collaboration.
  • Flexible working arrangements, including the option to work from home or adjust your working hours.