Service Desk Lead
We are seeking a Service Desk Lead to join our Group Technology Team in Milton Keynes. In this role, you will oversee the day-to-day IT support operations, ensuring high-quality, consistent service delivery, and meeting Service Level Agreements (SLAs). You will act as a critical escalation point for complex issues, mentor staff, and drive continuous improvement through performance analysis.
Key Responsibilities:
1. Subject matter expertise: Providing thought leadership, vision and technical due diligence
2. Continuous improvement: Incident response and resolution and root cause analysis and fix to ensure a 24x7x365 capability
3. Team and line management: Delivering the workplace capability and to steward the team's professional development
4. Governance of teams consuming this platform capability in a safe, reliable and sustainable way
5. Service Delivery Leadership: Overseeing the day-to-day operations of the IT service desk to ensure high-quality, efficient support for all employees
6. Supplier Relationship Management: Maintaining relationships with key suppliers, participating in regular service reviews and day-to-day contract and performance management
7. Operational Leadership: Managing the day-to-day operations of the IT service desk, including staff management, performance monitoring, and ensuring service level agreements (SLAs) are met or exceeded
8. Service Excellence & Strategy: Driving continuous improvement in IT processes, procedures, and technology to support the business area, including managing the technical relationships with third-party suppliers
9. Performance Metrics & Reporting: Reviewing monthly service metrics to ensure service issues are addressed and that service levels are maintained
10. Incident & Problem Management: Overseeing the management of major incidents and ensuring that service issues impacting the business are addressed efficiently
11. Team Development & Capability: Building the capability of IT teams, including mentoring staff, and driving adoption of ITIL or other industry-standard methodologies
12. Stakeholder Management: Liaising with technical teams and senior management to ensure technology solutions align with business goals
Experience and Skills Required:
13. Proven experience in a senior IT service management or service desk leadership role, ideally managing a large, distributed team
14. Experience of leading and managing a Service Desk both internally and provisioned by a 3rd party, ideally in an agile value-stream operating model
15. Deep understanding of ITIL frameworks, service desk systems, incident management, and performance metrics
16. Strong team management abilities, including coaching, mentoring, and fostering a collaborative culture
17. Excellent interpersonal skills to work with various stakeholders across the business and with external partners
18. Ability to review service metrics and drive improvements in service delivery
Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
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