Service Desk Lead
5 days ago
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 customer satisfaction is maintained.
- Provide guidance and direction to a team of service desk analysts, helping them to navigate complex issues and resolve customer queries.
- Collaborate with other teams to identify and implement process improvements, ensuring that our service desk operations are efficient and effective.
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 customers and colleagues at all levels.
- Strong analytical and problem-solving skills, with the ability to identify and resolve complex technical issues.
What We Offer
- A competitive salary and benefits package, including a starting salary of £34,633.
- Opportunities for career development and progression, with a comprehensive training and development program.
- A dynamic and supportive work environment, with a strong focus on teamwork and collaboration.
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 to support the growth and development of our employees.
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