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Service Desk Lead
2 months ago
About MI5
MI5 is a leading intelligence agency that protects the UK from terrorism, cyber-attacks, and espionage. We use cutting-edge technology and partnerships to identify, analyze, and disrupt threats.
The Role
As the Service Desk Lead for our Manchester team, you will play a pivotal role in managing our service desk operations. You will provide direction to your team of service desk analysts, helping them navigate complex issues and supporting them with escalated tickets.
- Provide technical guidance and support to your team, ensuring they have the necessary skills to resolve complex technical issues.
- Develop and implement effective service desk processes and procedures to ensure seamless customer service.
- Collaborate with cross-functional teams to identify and resolve technical issues, improving overall service delivery.
About You
To be successful in this role, you will have:
- Technical proficiency and experience with Ticket Management Systems and Microsoft tools (Excel, Word, Outlook).
- Familiarity with service desk operations, including task triage and prioritization.
- The ability to provide duty of care for staff, identify growth opportunities, and offer training.
Training and Development
As part of MI5's commitment to your growth, you will have the opportunity to shape your personal development journey through tailored learning and development programs aligned with your role. You will have access to relevant professional qualifications and certifications, which will enhance your success in your current position and pave the way for career progression.
Rewards and Benefits
You will receive a competitive salary and benefits package, including:
- 25 days annual leave rising to 30 days after 5 years' service, and an additional 10.5 days' public and privilege holidays.
- Flexible working arrangements.
- Opportunities to be recognized 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.
