Information Technology Service Desk

Summary: The Information Technology Service Desk role involves supervising IT service desk operations to ensure timely incident resolution and service request fulfillment. The position requires monitoring service delivery performance, managing changes and problems, and coordinating resources and vendors. Additionally, it emphasizes team leadership, stakeholder communication, and compliance with organizational policies and regulatory requirements.

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.

Key Skills:

• Experience in IT service desk operations and incident management.
• Strong understanding of SLAs, OLAs, and service delivery performance metrics.
• Ability to analyze data and identify trends for service improvement.
• Knowledge of IT service management processes and compliance requirements.
• Excellent communication and stakeholder management skills.
• Leadership and team development capabilities.
• Experience with budgeting and vendor management.

Salary (Rate): undetermined

City: Leeds

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT