IT Service Desk

Job Description: The IT Service Desk role in Leeds involves supervising IT service desk operations, ensuring prompt incident resolution, and maintaining a customer-centric approach. The position also includes monitoring service delivery, managing changes, and leading a team of support staff while ensuring compliance with organizational policies. The role requires effective communication with stakeholders to align IT services with business needs.

Key Responsibilities:

• Supervise and coordinate IT service desk operations, ensuring prompt resolution of incidents and service requests according to established SLAs and OLAs.
• Ensure efficient escalation of unresolved incidents to higher-level support or specialized teams.
• Maintain a customer-centric approach, ensuring user satisfaction with IT support services.
• Monitor service delivery to ensure compliance with SLAs and KPIs, and report on service performance to senior management.
• Analyze trends in incidents and service requests to identify recurring issues and recommend improvements.
• Support continual service improvement initiatives by researching best practices and proposing enhancements to IT services and processes.
• Regularly review and update IT service management processes to ensure efficiency, cost-effectiveness, and compliance with organizational policies and regulatory requirements.
• Oversee the accuracy and maintenance of configuration management databases (CMDB) and related documentation.
• Assist in managing changes to IT systems and services, minimizing disruption, and ensuring smooth transitions.
• Participate in problem management by helping to identify root causes of recurring issues and implementing preventive measures.
• Assist in budgeting and resource allocation for technical projects and service delivery.
• Support the evaluation and management of external vendors and service providers to ensure service quality and contractual compliance.
• Lead and mentor service desk and technical support staff, fostering knowledge transfer and professional growth.
• Arrange and deliver training sessions to ensure the team is equipped with up-to-date skills and knowledge.
• Serve as a liaison between IT, business units, and external partners to ensure alignment of IT services with business needs.
• Communicate service status, changes, and incidents effectively to stakeholders.

Skills Required:

• Experience in IT service desk operations and incident management.
• Strong customer service and communication skills.
• Ability to monitor service delivery and analyze performance metrics.
• Knowledge of IT service management processes and best practices.
• Experience in change and problem management.
• Leadership and team development skills.
• Budgeting and resource allocation experience.
• Vendor management skills.

Salary (Rate): undetermined

City: Leeds

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: fixed-term

Seniority Level: undetermined

Industry: IT