Service Desk Team Leader
Manchester - Hybrid
£40,000 - £45,000
Lorien is recruiting a Service Desk Team Leader for a large gaming development company in Manchester. This role offers an experienced professional the chance to lead a team, manage service delivery, and drive improvements in a dynamic, supportive environment. Lead a team of Service Desk Analysts, ensuring top-tier service for 1000 multi-site users.
Key Responsibilities:
* Service Desk Ownership: Manage all incoming tickets and uphold high service levels.
* Team Leadership: Lead, develop, and appraise Service Desk Analysts.
* Service Improvement: Drive continuous improvement via ITIL, training, and 24/7 team collaboration.
* SLA Management: Monitor SLAs, report on targets, and optimise performance (balancing data with team support).
* Support Delivery: Provide remote and face-to-face troubleshooting.
Required Skills:
* Proven Service Desk Experience: Solid background, ideally with team leadership.
* ITIL Familiarity: Good understanding for continuous improvement.
* ITSM Tool Proficiency: Experience with tools like Solarwinds Service Desk, ServiceNow, FreshDesk, or similar.
* SLA-Driven Mindset: Ability to work to SLAs, understanding key metrics.
* Strong Communication & Diagnostic Skills: Crucial for remote support and team cohesion.
* Innovative Approach: Valued for new ideas; freedom to implement improvements.
Benefits:
* Freedom to implement ideas and contribute to process improvements.
* Join a friendly, supportive, and collaborative team.
* Competitive Package - £40,000 - £45,000 salary + 10% bonus.
* Hybrid Working - Manchester-based, Monday to Friday. Potential non-contractual involvement in on-call duty manager rota.
Submit your CV now to be considered.
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.