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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 activities and ensuring that our customers receive exceptional support.

Key Responsibilities

  • Monitor and manage service desk queues, ensuring that response times are met and workflows are efficient.
  • Provide guidance and direction to your team of service desk analysts, helping them navigate complex technical issues and supporting them with escalated tickets.
  • Collaborate with cross-functional teams to identify and implement process improvements, ensuring that our service desk operations are aligned with business objectives.

Requirements

  • Technical proficiency and experience with Ticket Management Systems and Microsoft tools (Excel, Word, Outlook).
  • Familiarity with service desk operations, including task triage and prioritisation.
  • Strong leadership and communication skills, with the ability to motivate and develop a team.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for professional development and growth within the organisation.
  • A dynamic and supportive work environment.

About Us

MI5 is a leading intelligence agency, dedicated to protecting the UK from threats to national security. We are committed to attracting and retaining the best talent, and offer a range of benefits and opportunities for career development.