Service Desk Lead

2 weeks ago

Kingston upon Thames, Greater London, United Kingdom Ashdown Group Full time

Service Desk Lead

**About the Role**

We are seeking an experienced Service Desk Lead to join our Infrastructure team. As a pivotal member of our IT function, you will have full ownership of the Service Desk function, driving process improvement and ensuring a proactive, efficient, and mature service to the organisation.

**Key Responsibilities**

* Run the front line service desk function, ensuring it provides a high-quality service to agreed SLAs on services
* Take ownership of Manage Engine Service Desk Plus (SDP) and champion the use of ITIL best practice
* Work closely with the wider IT function and business to ensure issues are escalated appropriately and tickets/users are kept-up-to-date on progress
* Ensure the IT Operations and Cloud Infrastructure teams follow the Change Management process and uncontrolled/unauthorised changes are not carried out
* Meet the operational requirements of our Information Security Management System

**Requirements**

* Experience of IT Service Management in a 24/7/365 environment, ideally with a demonstration of career progression
* Good understanding and experience of the execution of ITIL processes, including Incident and Problem Management, Change Management, Asset Management, Configuration Management, and Continual Service Improvement (CSI)
* Demonstrable leadership skills, including commitment, organisation, problem ownership, and people leadership
* Accreditation at ITIL Foundation expected as a minimum, higher is a bonus
* Customer-centric and empathetic self-starter with maturity and confidence, excellent communication skills to engage different stakeholder groups across the organisation

**What We Offer**

* Salary up to £52,000 plus bonus and benefits

**About Us**

We are a highly successful and rapidly growing tech business based in Kingston, Surrey. We offer hybrid working arrangements, with 2 days per week in the office and 3 days at home.

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