Service Desk Lead - Hybrid - Kingston, Surrey - £52,000

Service Desk Manager - £52,000 - Kingston, Hybrid

ITIL

A highly successful and rapidly growing tech business based in Kingston, Surrey are looking for an experienced Service Desk Lead to join their Infrastructure team. Reporting to the Head of IT, this role is pivotal; you will have full ownership of the Service Desk function as you work to drive process improvement.

Please note - this role offers hybrid working: 2 days per week in the office and 3 days at home.

Key Responsibilities:

• Run the front line service desk function ensuring it provides a proactive, efficient and mature service to the organisation to agreed SLAs on services.
• Take ownership for Manage Engine Service Desk Plus (SDP) and champion the use of ITIL best practice. Ensure that all IT support queries are logged in SDP and resolved according to agreed SLAs.
• Work closely with the wider IT function and business to ensure that issues are escalated appropriately and tickets/users are kept up-to-date on progress.
• Ensure the IT Operations and Cloud Infrastructure teams follow the Change Management process and that uncontrolled/unauthorised changes are not carried out.
• Meet the operational requirements of our Information Security Management System. Proactively engage in internal and external audit programmes and ensure remediation activities are completed in a timely manner.
• Identify opportunities for continuous service improvement and their implementation, including recognising the potential for amendments to existing ITSM processes, updates to the SDP configuration and workflows, and reporting.
• Prepare management reports on ITSM performance.

Ideal Candidate:

This role would suit a personable, ITIL qualified Service Desk Lead or Service Desk Manager that enjoys people management.

Required Skills/Experience:

• Experience of IT Service Management in a 24/7/365 environment, ideally with a demonstration of career progression.
• A good understanding and experience of the execution of ITIL processes including Incident and Problem Management, Change Management, Asset Management, Configuration Management and Continual Service Improvement (CSI).
• Demonstrable leadership skills: commitment, highly organised, owning problems (and solutions), people leadership.
• Accreditation at ITIL Foundation expected as a minimum; higher is a bonus.
• Customer centric and empathetic self-starter with maturity and confidence. Excellent communication skills to engage different stakeholder groups across the organisation.

Familiarity with the following technologies is an advantage:

• Microsoft Office applications both desktop and M365 deployed.
• Mobile devices, desktops and laptop estates.
• Azure, AWS, private cloud and on-premise server deployments.
• IIS/.Net, SQL Server and ORACLE SaaS and client/server applications.

The salary on offer for this role is up to £52,000 plus bonus and benefits.