Service Desk Lead - £52,000 Kingston, Hybrid

ITIL, Service Desk Team Lead, Service Desk Manager, Service Delivery, Helpdesk Manager

A highly successful and rapidly growing tech business based in Kingston, Surrey are looking for an experienced Service Desk Lead to join their Infrastructure team. Reporting to the Head of IT this role is a pivotal one; you will have full ownership of the Service Desk function as you work to drive process improvement.

Please note this role offers hybrid working- 2 days per week in the office and 3 days at home.

Key responsibilities of this Service Desk Lead will be:

Run the front line service desk function ensuring it provides a proactive, efficient and mature service to the organisation to agreed SLAs on services

Take ownership for Manage Engine Service Desk Plus (SDP) and champion the use of ITIL best practice. Ensure that all IT support queries are logged in SDP resolved according to agreed SLA s

Work closely with the wider IT function and business to ensure that issues are escalated appropriately and tickets/users are kept-up-to-date on progress

Ensure the IT Operations and Cloud Infrastructure teams follow the Change Management process and uncontrolled/unauthorised changes are not carried out

Meet the operational requirements of our Information Security Management System. Proactively engage in internal and external audit programmes and ensure remediation activities are completed in a timely manner

Able to identify opportunities for continuous service improvement and their implementation. This includes recognising the potential for amendment to existing ITSM processes, updates to the SDP configuration and workflows, and reporting

Preparing management reports on ITSM performance

This role would suit a personable, ITIL qualified Service Desk Lead or Service Desk Manager that enjoys people management. The ideal candidate will have the following skills/experience:

Experience of IT Service Management in an 24/7/365 environment, ideally with a demonstration of career progression

A good understanding and experience of the execution of ITIL processes including Incident and Problem Management, Change Management, Asset Management, Configuration Management and Continual Service Improvement (CSI)

Demonstrable leadership skills: commitment, highly organised, owning problems (and solutions), people leadership

Accreditation at ITIL Foundation expected as a minimum, higher is a bonus

Customer centric and empathetic self-starter with maturity and confidence. Excellent communication skills to engage different stakeholder groups across the organisation

Familiarity with terminology and support of the following technologies an advantage

o Microsoft Office applications both desktop and M365 deployed

o Mobile devices, desktops and laptop estates

o Azure, AWS, private cloud and on-premise server deployments

o IIS/.Net, SQL Server and ORACLE SaaS and client/server applications

The salary on offer for this role is up to £52,000 plus bonus and benefits.