About the Role:
You will be the main point of contact for the service desk analysts within the team, responsible for the day-to-day running of the service desk.
This is a hybrid role that requires hands-on involvement in service desk tasks and engaging with staff members at all levels to maintain strong communication.
The ideal candidate will have experience supervising staff, training, creating documentation, and developing procedures to ensure consistency and quality.
Key responsibilities include:
* Managing the service desk team
* Ensuring SLA & KPI targets are met
* Collaborating with Digital Ops teams
* Providing escalation support
What We Offer:
This permanent role comes with public sector benefits, including holidays and pension. The salary range is between £31.5 - £39k.
A key aspect of this role is working closely with the Digital Ops teams, ensuring seamless interaction and collaboration.
As a senior member of the service desk team, you will be expected to take on additional responsibilities and contribute to the growth and development of the team.
Requirements:
To succeed in this role, you will need:
* Strong communication and interpersonal skills
* Experience in a similar role or supervisory position
* Ability to develop procedures and train staff
* Knowledge of ITIL principles and practices
Benefits and Working Arrangements:
This role offers a mix of remote and office work, with one day per week spent in the office. This provides an excellent opportunity to balance work-life flexibility with face-to-face interaction.