IT Service Desk Director

6 hours ago


Liverpool, Liverpool, United Kingdom Theinvestigogroup Full time
Job Title: IT Service Desk Director

Location: Liverpool, Merseyside, North West England

About The Company:

The Investigo Group is a dynamic coalition of cutting-edge tech firms specialising in Platform, Software, Data, AI and other bleeding-edge technology solutions.

We are committed to equal opportunities and value diversity, equity and inclusion at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

About You:

We are looking for a qualified and motivated individual to fill the role of IT Service Desk Director. You will have a customer-focused mindset with a commitment to delivering exceptional service.

About The Role:

As the IT Service Desk Director, you will oversee the day-to-day operations of the IT Service Desk team. You will be accountable for ensuring high-quality technical support and customer service to our users.

  • You will act as the Group Subject Matter Expert in ITIL core management practices.
  • You will manage and lead the IT Service Desk team, fostering a motivated, trained, and high-performing environment.
  • You will ensure controlled and effective implementation of changes.
  • You will oversee the resolution of incidents and service requests within agreed SLAs, ensuring consistent, high-quality IT support.
  • You will serve as an escalation point for complex technical issues, ensuring timely resolution and clear communication with stakeholders.
  • You will lead the team in managing incidents, performing root cause analysis, and facilitating lessons learned.
  • You will track team performance against KPIs and SLAs, implementing improvements as needed.
  • You will identify opportunities to enhance service desk processes, contributing to overall efficiency.
  • You will ensure responsive and reliable service delivery to end-users.
  • You will work closely with stakeholders for seamless service delivery.
  • You will prepare and present regular performance reports on service desk metrics to the Platform Team Manager and Head of Platform.
  • You will support team members' professional growth through coaching and performance reviews.
  • You will manage staffing levels and ensure adequate coverage during service hours (8am-6pm).
  • You will ensure all service desk activities comply with company policies and IT security standards.
Required Skills and Qualifications:
  • You will have professional certifications in ITIL ITSM (e.g., A technical certification in Information Technology (e.g., CompTIA, Microsoft) or equivalent experience.
Benefits:
  • We offer a competitive salary range of £50,000 - £65,000 per annum, depending on experience.
  • We offer flexible working arrangements, including hybrid working models.
  • We provide comprehensive private medical coverage.
  • We offer a flexible benefits allowance to suit your needs.
  • We provide generous holiday allowances.
  • We offer access to continuous learning and development opportunities.
  • We offer bonus potential based on performance and business-related factors.
  • We offer discounts on a wide range of products and services.
  • We contribute to pension scheme contributions with Government Top-Up.
  • We offer options available for EV car schemes.

Estimated Salary: £57,500 per annum



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