IT Service Desk Lead

6 days ago

Leicester, Leicester, United Kingdom som3 Recruitment Full time
About the Role

We are seeking a highly skilled and experienced IT Service Desk Manager to lead the creation and management of our new IT service desk. As a key member of our team, you will be responsible for building and leading a high-performing support team, ensuring KPIs, SLAs, and OKRs are met.

Key Responsibilities
  • Team Leadership: Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met
  • Team Performance: Oversee team performance and development
  • Recruitment and Training: Recruit, train, and continuously improve team capabilities
  • Culture and Environment: Foster a positive, high-energy work environment
  • Stakeholder Alignment: Align service expectations with stakeholders to meet business needs
  • Incident Management: Conduct performance reviews with IT providers, manage service levels, and create performance reports
  • Process Optimization: Optimize third-party services, oversee major incidents and problem resolution, and maintain clear communication during incidents and changes
  • IT Onboarding: Manage IT onboarding and equipment setup for new starters, oversee secure removal of access and retrieval of equipment for leavers
  • Process Streamlining: Streamline processes for rapid growth and efficient equipment management
  • IT Integration: Facilitate IT integration of acquired businesses
  • ITIL Principles: Deliver IT services aligned with ITIL principles
  • Compliance: Ensure compliance with information security standards
  • Collaboration: Collaborate on software and infrastructure updates, maintain end-user equipment security standards
  • Reporting: Produce reports for executives and the board, measure customer satisfaction and identify improvements
  • Relationship Building: Build strong working relationships across the business, review third-party supplier performance
Requirements
  • Leadership Experience: Extensive experience leading a service desk in a multi-site organization, catering to a large user base
  • ITIL Knowledge: Strong grasp of ITIL principles and project management
  • Technical Skills: Proficiency in using and reporting from helpdesk ticketing systems, effective in managing service levels and performance reporting
  • Soft Skills: Positive, high-energy mindset with a focus on continuous improvement, experience in a Microsoft 365 environment and familiarity with niche third-party applications
  • Industry Experience: Background in retail or service/support industries is a plus
What's Next

This is a pivotal role with the potential for career advancement, possibly evolving into a broader service delivery position. Be a part of our exciting growth journey and shape the future of our IT service desk.

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