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Service Desk Lead

1 month ago

Liverpool, United Kingdom J. & J. Denholm Limited (The Denholm Group) Full time

Service Desk Lead

Founded in 1866, The Denholm Group is a fifth-generation family business. To ensure the continued strength of the Group, each generation has carefully considered the longer-term view of the future. That is why today, The Denholm Group has purposefully evolved into four divisions: Shipping, Logistics, Seafoods and Industrial Services. Through this structure, The Denholm Group is able to manage its risk by having a number of different businesses influenced by various differing factors. Each division originates from shipping or maritime-related services and has developed and expanded its products and services to meet the ever-evolving market influences and customer requirements. This approach benefits all stakeholders, including shareholders, employees, customers, partners, suppliers, and the local communities in which we work.

As the business has evolved and grown over the generations, there has been no compromise on a culture of integrity, professionalism, and ambition. With a turnover of c.£400 million and c.1700 employees and diverse divisions, this is a fantastic opportunity for an IT Service Desk Lead, responsible for overseeing the daily operations of the IT service desk, managing support staff, ensuring timely resolution of technical issues, and maintaining high levels of customer service.

The IT department supports the entire group and is a pivotal part of the Denholm business. With our IT strategy guiding transformation of the organisation, we are looking to strengthen the team and move from a break-fix function, into a strategic partner adding significant value and supporting service delivery.

As Service Desk Lead, you will be responsible for:

  • Providing professional Information Technology and Communications support and advice to all companies in the Denholm Group
  • Engaging the business to improve their use of Applications, IT and communications
  • Providing first line support, answer calls and respond to electronic communication
  • Taking ownership of user incidents, tracking incidents, and following incidents / requests through to completion
  • Ensuring the IT Service Desk maintains high levels of service and cover, during business hours, weekends and Bank Holidays
  • Adhering to Service Level Agreements (SLA's) and producing KPIs for the team for reporting to senior management

Main Responsibilities will include:

  • Providing professional support for all Denholm Group businesses in respect of Applications / IT / Unified Communication requirements and issues
  • Assisting in maintaining documentation and managing a schedule of application software and IT services used by the various Denholm Group of companies, including key support contact details, Service Level Agreement's, licensing information, number of users etc
  • Provide and contribute ITC Service Desk statistics such as Key Performance Indicators (KPIs) for reporting purposes, create and maintain a dashboard for the visibility and transparency to the business
  • Liaise with other IT functions and teams so that you become and remain familiar with the technical architecture requirements, management controls, and operation of the IT landscape
  • Involve the rest of the IT team as early as possible in advising service delivery disruption, backup / restore requirements, monitoring, performance issues
  • Develop the Service Level Agreements in collaboration with the businesses and the Head of IT Operations, reporting SLA conformance to IT management
  • Ensure the ITC Service Desk maintains availability during business office hours and the early / late and weekend rota is covered and provided for business operations, including bank holidays
  • For major IT projects in the Denholm Group, work closely with the Group Project Management Office for transition to support
  • Process Denholm Group joiners and leavers, data protection requests, and where possible identify opportunities for automation and efficiencies to reduce costs

The successful applicant will bring a blend of technical expertise, leadership skills, and a strong focus on customer service. You will thrive in fast-paced environments, have excellent problem-solving abilities, and quickly adapt to new technologies. You should be adept at multitasking, managing a team, and prioritising tasks effectively to ensure smooth operations. Strong communication skills are essential for translating technical issues into clear language for team members and non-technical stakeholders. Experience in customer support, IT service management, and a deep understanding of ITIL or other service management frameworks is valuable, as is the ability to mentor and develop staff, fostering a collaborative and motivated team culture. This role also demands a proactive mindset, anticipating issues before they arise and implementing solutions to improve overall service quality.

If this is a position that suits your skillset and career ambitions, please apply at your earliest convenience.