Join to apply for the Service Desk Lead role at Kensa
Work base: Truro
Working Hours: Full-Time Monday to Friday
About Kensa
The UK’s heating system is outdated, costing both people and the planet too much. At Kensa, we’ve been leading the charge since 1999, manufacturing and installing affordable, green heating solutions with minimal impact on the electricity grid. We’re responsible for over half the ground source heat pumps installed in the UK. Our networked heat pumps are the cheapest, cleanest way to heat and cool millions of homes and businesses, and even entire towns. By 2040, up to 8,000 homes a week could be connecting to these heat networks, eliminating 17Mt of CO2 a year, equivalent to that of over half of all UK flights. In leading the networked heat pump sector, Kensa will expand to install 50,000 heat pumps a year and employ 1,500. It’s time to leave high bills and emissions behind.
About The Role
We’re searching for a proactive and skilled Service Desk Lead to help us keep our internal IT running smoothly, securely, and effectively. In this hands-on role, you will take ownership of Kensa’s internal IT support function, ensuring our teams get timely, high-quality support. You will manage the day-to-day operations of the service desk, coach and support technicians, and contribute to wider IT project work that supports our fast-paced, forward-thinking organisation.
What You Will Be Doing
* Overseeing the daily operations of the IT service desk, triaging and prioritising tickets based on urgency and impact.
* Supporting end users across the business with technical queries, device setups, and troubleshooting - delivering excellent customer service throughout.
* Driving continuous improvements in service delivery using key performance metrics.
* Coordinating IT onboarding/offboarding processes and ensuring security compliance.
* Procuring and managing IT equipment and software, maintaining licensing compliance and accurate asset tracking.
* Acting as an escalation point for high-impact issues and collaborating with wider teams on solutions.
* Coaching, mentoring, and supporting IT technicians.
What You Will Bring
* Proven experience in a service desk or IT support environment.
* Strong technical skills, including hands-on experience with Windows OS, Microsoft 365, and Active Directory.
* Excellent interpersonal and communication skills - you know how to translate tech-speak into user-friendly advice.
* A structured, proactive approach to ticket management, triaging, and documentation.
* Confidence in managing hardware/software procurement and compliance tracking.
* ITIL certification (or equivalent) is a bonus, but not essential.
How will Kensa support you?
* We encourage and support development, including internal and external courses, learning, study, and software, all bespoke to you.
* Wellbeing: free 24/7 access to an independent and confidential Employee Assistance Programme for you and your immediate family.
* 25 days holiday increasing to 30 days (plus bank holidays) for 5+ years’ service.
* Private Health Insurance is available after one year of service.
* Automatic enrolment in our company pension scheme.
* Cycle to Work Scheme to help lower your carbon footprint whilst boosting endorphins and your health.
* Team Culture: Regular Kensa events and activities for staff and families, encouraging us to celebrate, connect, and enjoy work together.
Ready to apply?
If you’re ready to bring your expertise to Kensa and help drive the UK’s transition to sustainable heating, we’d love to hear from you. Apply now and become part of our journey towards a cleaner, more sustainable future!
Closing date: Friday 18th April 2025
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
* Industries: Renewable Energy Equipment Manufacturing
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