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Service Desk Operations Manager
2 months ago
We are seeking a highly skilled Service Desk Operations Manager 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 operations, overseeing the timely handling of customer inquiries, incidents, and requests.
Key Responsibilities- Oversee the timely handling of customer inquiries, incidents, and requests.
- Monitor queues and provide direction to your team of service desk analysts.
- Help team members navigate complex issues and support them with escalated tickets.
- Technical proficiency and experience with Ticket Management Systems and Microsoft tools (Excel, Word, Outlook).
- Familiarity with service desk operations, including task triage and prioritisation.
- The ability to provide duty of care for staff, identify growth opportunities, and offer training.
- A competitive starting salary of £34,633.
- 25 days annual leave rising to 30 days after 5 years' service, and an additional 10.5 day's public and privilege holidays.
- Flexible working arrangements.
- Opportunities to be recognised through our employee performance scheme.
- Excellent pension scheme.
- Interest-free season ticket loan (travel/parking).
- Cycle to work scheme.
- Facilities such as a restaurant and on-site coffee bar.
- Paid parental and adoption leave.
- Specialist Skills advancement payments available, on assessment.
MI5 is an intelligence agency with a mission to keep the UK safe. We use cutting-edge technology, ingenuity, and partnerships to identify, analyse, and disrupt threats. At MI5, you'll do varied and fascinating work in a supportive and inclusive environment that puts the emphasis on teamwork.
