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- Lead and mentor a team of service desk analysts, fostering a positive and collaborative work environment.
- Manage day-to-day operations of the service desk, ensuring timely and efficient resolution of support requests.
- Monitor and report on key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs).
- Act as an escalation point for complex or high-priority incidents, providing guidance and solutions.
- Develop and implement processes to improve service desk efficiency and customer satisfaction.
- Collaborate with other IT teams to ensure seamless service delivery and continuous improvement.
- Proven experience in a similar IT support or service desk role, with at least 2 years in a leadership position.
- Strong understanding of ITIL principles and experience working within an ITIL framework.
- Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
- Strong problem-solving skills and the ability to manage multiple tasks under pressure.
- Experience with service management tools and a good understanding of technical troubleshooting.
- A competitive salary of £38,000 - £42,000 per annum.
- Opportunities for professional development and career progression.
- A supportive and inclusive work environment.
- Excellent benefits package, including pension contributions, health insurance, and more.
