Service Desk Lead

6 days ago


Maidenhead, Windsor and Maidenhead, United Kingdom Telstra Associates Full time
Job Title: Service Desk Lead - IT Support Manager

We are seeking an experienced Service Desk Lead to join our team at Telstra Associates in Maidenhead. This is a full-time permanent role that requires onsite work as well as occasional field work.

The successful candidate will be responsible for maintaining and monitoring project schedules, managing the service desk, and providing 1st and 2nd line incident and request fulfillment. They will also participate in Major Incident Management (MIM) for P1/P2 incidents, track ticket trends, and identify areas for improvement. Additionally, they will onboard new services, ensure metrics and KPIs are formulated, followed, and adhered to, and document all work and processes. The salary for this role is estimated to be around £55,000-£65,000 per annum, depending on experience.

About the Role:
This is a key position within our organization, and the successful candidate will be expected to provide leadership and guidance to a team of Service Desk and Desktop Support Analysts. They will work closely with IT support technicians in other teams and be responsible for ensuring appropriate business support coverage with staff shift rotations.

Responsibilities:
- Manage and maintain project schedules
- Provide 1st and 2nd line incident and request fulfillment
- Participate in MIM for P1/P2 incidents
- Track ticket trends and identify areas for improvement
- Onboard new services and ensure training for staff and processes are put in place
- Ensure metrics and KPIs are formulated, followed, and adhered to
- Document all work and processes

Requirements:
- Experience in ITIL or similar service management framework
- Strong leadership and communication skills
- Ability to work under pressure and manage multiple priorities
- Familiarity with ITSM tools and software

What We Offer:
- Competitive salary of £55,000-£65,000 per annum
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance

Contact Information:
Please submit your application with your resume and cover letter.
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