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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT service desk operationstroubleshootingService Level Agreements (SLAs)Key Performance Indicators (KPIs)Joiner-Mover-Leaver (JML) processIT asset managementITIL Service Management Frameworkanalytical thinkingperformance metricspreventative measures
Soft Skills
leadershipmentoringcommunicationattention to detailcollaborationproactive mindsetindependenceteam managementproblem-solvingcustomer service
Tools & Technologies
ITSM toolsJirareporting toolsworkplace technologiesautomation toolsperformance improvement toolshardware resourcessoftware resourcesservice desk ticketing systemsincident management systems
Industry Keywords
IT supportservice managementcontinuous improvementdynamic IT environmenttechnical supportIT service standardsuser experiencestakeholder collaborationteam performance evaluationsindustry trends
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Lead the service desk function, mentor, and manage the team, offering guidance and support to foster high performance and encourage professional growth.
- Full responsibility of IT service desk operations, actively driving resolutions of service desk tickets and requests while ensuring the delivery of exceptional IT service standards across the team.
- Enhance the end-user IT experience by implementing innovative workplace technologies, adopting industry best practices, and collecting regular feedback to understand and address user needs effectively.
- Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to uphold high service quality. Collaborate with stakeholders to continuously improve service metrics.
- Leverage extensive technical expertise to lead by example, providing hands-on troubleshooting support as required and mentoring the IT service desk team members to enhance their technical competencies.
- Set and maintain the standards for the Joiner-Mover-Leaver (JML) process to ensure seamless employee onboarding, internal transitions, and offboarding, while improving the experience through automation.
- Manage IT asset processes to optimize the utilization of hardware and software resources, including lifecycle management.
- Conduct regular weekly team meetings, team performance evaluations, and training sessions to strengthen team capabilities and skills.
- Serve as the final point of escalation and collaborate closely with the Incident Management and Platforms Engineering teams to address and resolve complex issues.
- Utilize metrics and reporting tools to drive performance improvements and demonstrate the value of IT services to the organization.
- Stay informed about industry trends and technological advancements to ensure the organization benefits from cutting-edge solutions and methodologies.
- Proactive approach to identifying potential IT issues and implementing preventative measures to mitigate risks.
- Working independently and autonomously to manage tasks and projects, ensuring their timely and high-quality completion.
Requirements
What you’ll need- A minimum of 5 years of experience in leading and managing IT Support Engineers, adopting a hands-on approach and serving as a point of escalation when required.
- Strong technical expertise, evidenced by previous experience in technical support roles, including proficiency with ITSM tools such as Jira.
- Prior experience in Service Management within a dynamic IT environment, with a sound understanding of and exposure to the ITIL Service Management Framework to ensure the delivery of high-quality services and continuous improvement.
- Exceptional attention to detail, coupled with excellent written and verbal communication skills.
- Proven analytical thinking skills, with the ability to prioritize tasks based on severity and urgency.
- Demonstrated experience in developing, implementing, and reporting on SLAs and KPIs to assess team productivity and performance.
- A collaborative approach, with the ability to work effectively across functional boundaries to address customer-related issues and achieve shared objectives.
- A proactive and self-motivated mindset, with the capability to work independently on projects that contribute to the broader objectives of the function.
Benefits
Comp & perks- Full onboarding support and continued development opportunities
- Options for flexible working
- Regular social activities
- Pension contributions
- Discretionary bonus scheme
- Private health cover
- Life assurance
- Family friendly policies including enhanced Maternity & Paternity leave