Service Desk Lead
Job Description 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:
- Subject matter expertise: Providing thought leadership, vision and technical due diligence
- Continuous improvement: Incident response and resolution and root cause analysis and fix to ensure a 24x7x365 capability
- Team and line management: Delivering the workplace capability and to steward the team's professional development
- Governance of teams consuming this platform capability in a safe, reliable and sustainable way
- Service Delivery Leadership: Overseeing the day-to-day operations of the IT service desk to ensure high-quality, efficient support for all employees
- Supplier Relationship Management: Maintaining relationships with key suppliers, participating in regular service reviews and day-to-day contract and performance management
- 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
- 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
- Performance Metrics & Reporting: Reviewing monthly service metrics to ensure service issues are addressed and that service levels are maintained
- Incident & Problem Management: Overseeing the management of major incidents and ensuring that service issues impacting the business are addressed efficiently
- Team Development & Capability: Building the capability of IT teams, including mentoring staff, and driving adoption of ITIL or other industry-standard methodologies
- Stakeholder Management: Liaising with technical teams and senior management to ensure technology solutions align with business goals
- Proven experience in a senior IT service management or service desk leadership role, ideally managing a large, distributed team
- Experience of leading and managing a Service Desk both internally and provisioned by a 3rd party, ideally in an agile value-stream operating model
- Deep understanding of ITIL frameworks, service desk systems, incident management, and performance metrics
- Strong team management abilities, including coaching, mentoring, and fostering a collaborative culture
- Excellent interpersonal skills to work with various stakeholders across the business and with external partners
- Ability to review service metrics and drive improvements in service delivery