Service Desk Lead

1 week ago


Stroud, United Kingdom Ecotricity Full time

Location: Stroud, Hybrid

Salary Details: Depending on Experience


About The Role


As our Service Desk Lead, you’ll guide a dedicated team at the heart of our IT operations, delivering seamless, colleague-focused IT support. Your priority will be to ensure first-contact resolution, efficient ticket handling, and a consistently outstanding experience for every user.


You’ll foster a collaborative, customer-focused environment where the team delivers reliable service and prioritising operational excellence. You’ll empower your team to excel and adapt to evolving needs through mentorship and continuous improvement.


In this role, you’ll also play a key part in maintaining service reliability, addressing challenges effectively, and collaborating with stakeholders to drive meaningful enhancements that improve the colleague experience.


What you will do…


• Oversee the service desk’s daily operations, ensuring effective handling of calls, incidents, and service requests while maintaining coverage across all supported hours.

• Drive first-contact resolution by promoting the use of detailed SOPs and delivering exceptional support to colleagues and front-line teams.

• Manage recurring operational tasks, such as audits and system checks, ensuring consistent and reliable service delivery.

• Mentor and upskill team members, fostering a culture of growth, innovation, and continuous improvement.

• Lead Post-Incident Reviews, delivering actionable insights to enhance service resilience.

• Take charge during major incidents, coordinating responses and ensuring clear stakeholder communication for rapid resolution.

• Liaise with other IT and business teams and third-party providers to resolve escalated issues and enhance overall service delivery.

• Present service desk performance metrics, such as ticket statistics and SLA adherence, to senior management focusing on actionable insights.

• Champion process, tool, and team performance enhancements to meet evolving business needs.

• Perform any other reasonable support and service tasks as directed by your line manager



About You


Experience and Qualifications


• Proven experience leading a customer service-focused IT service desk, with a track record of driving performance and improvements.

• Strong understanding of ITIL best practices, supported by at least one relevant certification.

• Demonstrated ability to manage and report on SLAs effectively.

• Exceptional written and verbal communication skills, with experience presenting to senior management.

• Strong problem-solving and analytical capabilities with a results-driven approach.

• Experience with Jira for ticket management and process optimisation (advantageous).

• Solid understanding of IT infrastructure and support processes (advantageous).



About Us


What's in it for you...


Healthcare plan, life assurance and generous pension contribution

Volunteering day

Hybrid working

Various company discounts (including shops, days out and events)

Holiday of 25 days (plus bank holidays) & ability to buy/sell days

Cycle to work scheme, car pooling and onsite parking available


As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025



Flexibility statement


The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.


Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.


We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.


We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.


Ecotricity is an equal opportunities employer and is committed to providing equality for all.


  • Service Desk Lead

    1 week ago


    Stroud, United Kingdom Ecotricity Full time

    Location: Stroud, Hybrid Salary Details: Depending on Experience About The Role As our Service Desk Lead, you’ll guide a dedicated team at the heart of our IT operations, delivering seamless, colleague-focused IT support. Your priority will be to ensure first-contact resolution, efficient ticket handling, and a consistently outstanding...

  • Service Desk Lead

    4 days ago


    Stroud, United Kingdom Ecotricity Full time

    Location: Stroud, HybridSalary Details: Depending on ExperienceAbout The RoleAs our Service Desk Lead, you’ll guide a dedicated team at the heart of our IT operations, delivering seamless, colleague-focused IT support. Your priority will be to ensure first-contact resolution, efficient ticket handling, and a consistently outstanding experience for every...

  • Service Desk Lead

    5 days ago


    Stroud, United Kingdom Ecotricity Full time

    Location: Stroud, Hybrid Salary Details: Depending on Experience About The Role As our Service Desk Lead, you’ll guide a dedicated team at the heart of our IT operations, delivering seamless, colleague-focused IT support. Your priority will be to ensure first-contact resolution, efficient ticket handling, and a consistently outstanding experience for...

  • Service Desk Lead

    1 week ago


    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Location: Stroud, Hybrid Salary Details: Depending on Experience About The Role As our Service Desk Lead, you’ll guide a dedicated team at the heart of our IT operations, delivering seamless, colleague-focused IT support. Your priority will be to ensure first-contact resolution, efficient ticket handling, and a consistently outstanding experience...

  • Service Desk Lead

    1 week ago


    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Location: Stroud, Hybrid Salary Details: Depending on Experience About The Role As our Service Desk Lead, you’ll guide a dedicated team at the heart of our IT operations, delivering seamless, colleague-focused IT support. Your priority will be to ensure first-contact resolution, efficient ticket handling, and a consistently outstanding experience...


  • Stroud, Gloucestershire, United Kingdom Getting In Limited Full time

    Job OverviewWe are seeking a highly motivated and organized individual to join our team as an ICT Service Desk Specialist. The successful candidate will be responsible for providing technical support and assistance to customers, as well as maintaining accurate records and following procedures within the ICT Service.


  • Stroud, United Kingdom Ecotricity Full time

    About The RoleAs a Service Desk Administrator, you’ll be an integral part of our IT support team, delivering colleague-focused services that ensure a seamless and exceptional support experience. You’ll play a vital role in handling incidents, service requests, and queries, striving for first-contact resolution and operational excellence. Your focus will...


  • Stroud, United Kingdom Ecotricity Full time

    About The Role As a Service Desk Administrator, you’ll be an integral part of our IT support team, delivering colleague-focused services that ensure a seamless and exceptional support experience. You’ll play a vital role in handling incidents, service requests, and queries, striving for first-contact resolution and operational excellence. Your...


  • Stroud, United Kingdom Ecotricity Full time

    About The RoleAs a Service Desk Administrator, you’ll be an integral part of our IT support team, delivering colleague-focused services that ensure a seamless and exceptional support experience. You’ll play a vital role in handling incidents, service requests, and queries, striving for first-contact resolution and operational excellence. Your focus will...


  • Stroud, United Kingdom Ecotricity Full time

    About The RoleAs a Service Desk Administrator, you’ll be an integral part of our IT support team, delivering colleague-focused services that ensure a seamless and exceptional support experience. You’ll play a vital role in handling incidents, service requests, and queries, striving for first-contact resolution and operational excellence. Your focus will...


  • Stroud, United Kingdom Ecotricity Full time

    About The Role As a Service Desk Administrator, you’ll be an integral part of our IT support team, delivering colleague-focused services that ensure a seamless and exceptional support experience. You’ll play a vital role in handling incidents, service requests, and queries, striving for first-contact resolution and operational excellence. Your focus...


  • Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    About The Role As a Service Desk Administrator, you’ll be an integral part of our IT support team, delivering colleague-focused services that ensure a seamless and exceptional support experience. You’ll play a vital role in handling incidents, service requests, and queries, striving for first-contact resolution and operational excellence. Your focus...


  • Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    About The Role As a Service Desk Administrator, you’ll be an integral part of our IT support team, delivering colleague-focused services that ensure a seamless and exceptional support experience. You’ll play a vital role in handling incidents, service requests, and queries, striving for first-contact resolution and operational excellence. Your focus...

  • Support Team Lead

    1 week ago


    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Location: Stroud, Hybrid Salary Details: Depending on Experience As our Service Desk Lead, you’ll guide a dedicated team at the heart of our IT operations, delivering seamless, colleague-focused IT support. You’ll foster a collaborative, customer-focused environment where the team delivers reliable service and prioritising operational excellence....

  • Support Team Lead

    1 week ago


    Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    Location: Stroud, Hybrid Salary Details: Depending on Experience As our Service Desk Lead, you’ll guide a dedicated team at the heart of our IT operations, delivering seamless, colleague-focused IT support. You’ll foster a collaborative, customer-focused environment where the team delivers reliable service and prioritising operational excellence....


  • Stroud, United Kingdom The Fifth Dimension Gym Full time

    A fantastic opportunity to join us at Fifth Dimension has arisen. We're preparing for a very exciting relocation to an all new / brand new gym just up the road in Stonehouse where we are kitting the new gym out with the latest equiptment from Technogym and Watson. We're looking to expand out reception staff for the time being, any training is provided on...


  • Stroud, Gloucestershire, United Kingdom Stroud District Local Strategic Partnership Full time

    We are seeking a Customer Service Advisor to cover reception desk duties during annual leave and absence at Active Lifestyles Stroud.The successful candidate will ensure access to the facility for all, greeting customers and undertaking administrative tasks as directed.Based on market conditions and the location in Stroud, we estimate the salary for this...

  • Service Delivery Lead

    3 weeks ago


    Stroud, Gloucestershire, United Kingdom Via Westminster Drug Project Full time

    Job SummaryLead Our Service in GloucestershireThe RoleWe are seeking a Service Manager to lead our team in delivering and developing partnerships in the region. As a key member of our leadership team, this role promises new challenges and opportunities within a supportive context.This is a unique opportunity to introduce our innovative services in a new...


  • Stroud, Gloucestershire, United Kingdom Ecotricity Full time

    About UsAt Ecotricity, we are dedicated to making a positive impact on the environment and our communities. We believe that everyone deserves access to clean, renewable energy, and we are committed to helping make that a reality.We are a pioneering green energy company, founded in 1995, with a mission to change the way energy is made and used in Britain. Our...


  • Stroud, United Kingdom Stroud District Council Full time

    Reference: REQ0118Description: Following the recent transfer and creation of Active Lifestyles Stroud District, we are seeking a casual Customer Service Advisor to work on the reception desk to cover for members of the team during periods of annual leave and other absence, this will include evenings and weekends.To greet customers on arrival at the centre...