Service Desk Lead

6 days 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 timely responses to customer inquiries.
  • Provide guidance and direction to a team of service desk analysts, helping them to navigate complex technical issues.
  • Collaborate with cross-functional teams to identify and resolve technical issues, ensuring minimal disruption to our services.
  • Develop and implement process improvements to enhance the overall service desk experience.

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 internal stakeholders.
  • Strong analytical and problem-solving skills, with the ability to identify and resolve complex technical issues.
  • Ability to work in a fast-paced environment, with a strong focus on customer satisfaction.

What We Offer

  • A competitive salary and benefits package.
  • Opportunities for professional development and career advancement.
  • A dynamic and supportive work environment.
  • The chance to work on high-profile projects and contribute to the success of our organization.

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 your career development.

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