Service Desk Lead
Edinburgh – Hybrid – 2 days in the office, 3 days working from home
£40,000
Full time, Permanent
Summary:
We are seeking a highly motivated and experienced Service Desk Lead to join an external company that we’re working with.
In this role, you will lead, mentor, and support a team of Technical Analysts in providing exceptional service to the company’s clients. You will play a key role in driving incident resolution, fulfilling service requests, and ensuring adherence to service level agreements. If you have a passion for leadership, a strong technical background, and a commitment to delivering outstanding customer service, we encourage you to apply.
What you'll be doing:
* Leading, coaching, and developing a team of Technical Analysts, fostering a culture of excellence and collaboration.
* Managing day-to-day operations of the service desk, ensuring efficient and effective delivery of IT support services.
* Driving incident closure, service request fulfillment, and ticket quality management standards across the team.
* Monitoring and reporting on key performance indicators and service level agreements ( to ensure service delivery meets or exceeds client expectations.
* Administering and managing ticketing and monitoring solutions to optimize service delivery and support processes.
* Maintaining and updating support team processes, documentation, and knowledge base articles to ensure accuracy and completeness.
* Generating weekly and monthly reports on team metrics, providing insights into service desk performance and areas for improvement.
* Acting as an escalation point for complex technical issues and provide cover for the Head of Managed Service Operations in their absence.
* Managing rota and resource allocation for support shifts and on-call support to ensure adequate coverage and timely response to client requests.
Qualifications:
* Proven experience leading and managing a technical support team in a fast-paced environment.
* Strong understanding of ITIL best practices and service desk methodologies
* Excellent communication, interpersonal, and problem-solving skills
* Proficiency in Microsoft Teams, including shift management, channel management, and call monitoring.
* Experience with call monitoring software such as Luware or similar tools.
* Administrator-level knowledge of ConnectWise and remote support tools.
* Understanding of or ability to quickly learn the key applications and infrastructure we support
If you are interested in applying please click apply or drop me a message.