Drive process improvement as Service Desk Lead for a rapidly growing tech business in Kingston, Surrey. This pivotal role reports to the Head of IT and offers hybrid working.
Key responsibilities include:
* Run the front line service desk function ensuring a proactive, efficient and mature service to agreed SLAs.
* Manage Service Desk Plus (SDP) and champion ITIL best practice, ensuring all IT support queries are logged and resolved according to SLAs.
* Work closely with the wider IT function and business to escalate issues and keep users updated on progress.
* Ensure the IT Operations and Cloud Infrastructure teams follow the Change Management process.
* Meet the operational requirements of the Information Security Management System.
* Identify opportunities for continuous service improvement and implement changes.
* Prepare management reports on ITSM performance.
This role suits a personable, ITIL qualified Service Desk Lead or Manager who enjoys people management.
The ideal candidate has:
* Experience of IT Service Management in a 24/7/365 environment, with career progression.
* A good understanding of ITIL processes, including Incident and Problem Management, Change Management, and Continual Service Improvement.
* Demonstrable leadership skills, including commitment, organisation, and people leadership.
* Accreditation at ITIL Foundation, with higher levels a bonus.
* Customer-centric and empathetic self-starter with excellent communication skills.
Familiarity with Microsoft Office, mobile devices, Azure, AWS, and other technologies is an advantage.
The salary for this role is up to £52,000 plus bonus and benefits.