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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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
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