Service Desk Operations Manager
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. You will be responsible for monitoring queues and tracking response times, providing direction to your team of service desk analysts, and helping the team navigate complex issues and supporting them with escalated tickets.
Key Responsibilities
- Monitor and manage service desk queues to ensure timely responses to customer inquiries.
- Provide guidance and support to service desk analysts to ensure they have the necessary skills and knowledge to resolve customer issues.
- Collaborate with the team to identify and resolve complex issues and escalate tickets as necessary.
Requirements
- Technical proficiency in 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.
What We Offer
- A competitive salary and benefits package.
- Opportunities for professional development and growth.
- A supportive and inclusive work environment.
Disability Confident
MI5 is proud to have achieved Leader status within the DWP's Disability Confident scheme. We are committed to creating a diverse and inclusive workplace that values the contributions of all employees.
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