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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, ensuring efficient workflows, and providing direction to your team of service desk analysts.
Key Responsibilities- Service Desk Operations Management: Monitor queues and track response times to ensure efficient workflows.
- Team Leadership: Provide direction to your team of service desk analysts, assisting with escalated tickets.
- Technical Proficiency: Technical proficiency and experience with Ticket Management Systems and Microsoft tools (Excel, Word, Outlook).
- Service Desk Operations Experience: Familiarity with service desk operations, including task triage and prioritisation.
- Leadership Skills: The ability to provide duty of care for staff, identify growth opportunities, and offer training.
- Problem-Solving Abilities: Proven problem-solving abilities, with quick issue diagnosis and implementation of solutions.
- Competitive Salary: A starting salary of £34,633.
- Flexible Working Arrangements: Flexible working arrangements.
- Opportunities for Growth: Opportunities to be recognised through our employee performance scheme.
- Excellent Benefits: Excellent pension scheme, interest-free season ticket loan, cycle to work scheme, and facilities such as a restaurant and on-site coffee bar.
- Support for Work-Life Balance: Paid parental and adoption leave.
- Specialist Skills Advancement Payments: Specialist Skills advancement payments available, on assessment.
At MI5, diversity and inclusion are critical to our mission. We are proud to have achieved Leader status within the DWP's Disability Confident scheme, aimed at encouraging employers to think differently about disability and take action to improve how they recruit, retain, and develop disabled people.
