IT Service Desk lead- L3
4 days ago
Job Summary:
We are seeking a proactive and experienced IT Service Desk Lead to oversee support operations within secure and regulated environments, including public sector contracts. The successful candidate will lead a team of analysts, ensure high-quality service delivery, and maintain compliance with government and contractual security standards.
Key Responsibilities:
Leadership & Team Management
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Lead and mentor a team of IT Service Desk Analysts supporting secure/public sector contracts.
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Allocate tasks, monitor performance, and ensure adherence to SLAs and KPIs.
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Conduct regular team meetings, training sessions, and performance reviews.
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Act as an escalation point for complex or sensitive technical issues.
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Provide first-line IT support to users across secure/public sector contracts via phone, email, and ticketing systems.
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Troubleshoot hardware, software, and network issues in a secure environment.
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Manage user access and permissions in accordance with contract-specific security requirements.
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Escalate unresolved issues to appropriate internal teams while maintaining documentation.
Service Delivery & Security Compliance
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Oversee day-to-day IT support operations, ensuring secure and efficient resolution of incidents and requests.
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Ensure all support activities comply with public sector regulations (e.g., GDPR, Cyber Essentials, ISO
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Manage secure access provisioning, de-provisioning, and identity management processes.
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Collaborate with cybersecurity and compliance teams to address risks and incidents.
Public
Process Improvement & Reporting
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Identify opportunities to improve service desk processes and user experience.
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Maintain accurate documentation of procedures, incidents, and resolutions.
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Generate reports on service desk performance, security incidents, and compliance metrics.
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Support audits and reviews related to public contract obligations.
Required Skills & Qualifications:
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Proven experience in IT Service Desk or Technical Support roles, with at least 5 years in a leadership or supervisory capacity.
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Strong understanding of secure IT environments and public sector compliance requirements.
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Proficiency in ITSM tools (e.g., ServiceNow).
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Excellent communication, leadership, and stakeholder management skills.
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Ability to manage sensitive information with discretion and integrity.
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Certifications such as ITIL Foundation, CompTIA Security+, or Microsoft Certified: Endpoint Administrator are highly desirable.
Preferred Experience:
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Experience supporting secure/public sector contracts (e.g., MOD, NHS, government departments).
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Familiarity with endpoint protection, IAM systems, and remote support tools.
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Exposure to contract-specific SLAs, KPIs, and audit processes.
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Understanding of NCSC guidelines and Cyber Essentials Plus.
Job Types: Full-time, Permanent
Pay: £25,000.00-£30,000.00 per year
Experience:
- Service Desk Lead: 7 years (required)
Work authorisation:
- United Kingdom (preferred)
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