IT Service Desk Team Lead

TN United Kingdom; Newport; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Service Desk Lead to join their dynamic Cyber Support Engineering team. This role offers a unique opportunity to lead a team in providing exceptional support for cryptographic products that safeguard critical national infrastructure. With a strong emphasis on quality of life and career progression, this position is perfect for someone passionate about IT service management. Enjoy the beautiful surroundings of Newport, South Wales, and take advantage of a robust relocation package. Your leadership will directly impact the success of the team and the satisfaction of users.

Benefits

Competitive salary

Annual profit share

Contributory pension

Share options

Car leasing scheme

Free onsite parking

Season ticket loan

Tax-free technology scheme

Discounted shopping

Personalized development plan

Qualifications

• ITIL trained with experience in service desk operations.
• Strong attention to detail and pride in work quality.

Responsibilities

• Lead and manage a team of 1st line Engineers.
• Ensure high-quality service and meet SLA/KPI targets.
• Mentor and coach Engineers for professional growth.

Skills

ITIL

Service Desk Management

Attention to Detail

Customer Support

Mentoring

Tools

ITSM Tool

Job description

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LOCATION: Site Based Mon-Fri - Newport, South Wales (relocation packages offered)

SECURITY CLEARANCE: Involves working within the UK Defence industry, requiring the applicants to be UK Nationals Only (No Dual Nationals) and able to be security cleared to a UK Eyes Only SC level

WHAT'S IN IT FOR YOU

• Financial Reward: Competitive salary, annual profit share, contributory pension, share options, car leasing scheme, free onsite parking, season ticket loan, tax-free technology scheme, discounted shopping and much more
• Work / Life Balance: 37 hour week, flexible working around core hours and Friday afternoons off, up to 2 additional days per month as TOIL, option to buy/sell holiday
• Personal Development: Personalised development plan, and unlimited access to 10,000+ E-learning courses, internal mobility including international opportunities
• Health & Wellbeing: Wellbeing benefits (including 24/7 online GP and mental health support), Employee Assistance Programme, discounted family health / dental insurance / eye tests, cycle-to-work scheme, on-site canteen and coffee shop
• Family and Caregiving: Life assurance, enhanced pay for maternity, paternity, adoption and shared parental leave and caregiving

Our world is changing. And so are we. From our commitment to zero-carbon flight () to , . So what's your next change?

A new role is available for a Service Desk Lead to work as part of the growing Cyber Support Engineering team at Airbus. There is an exciting opportunity to lead a team in a varied role which is unlike other service desks. Providing support to customers of our cryptographic products protecting critical national infrastructure. Supporting internal and external classified networks including being involved in patching, PC/laptop builds, general maintenance. You will also have an opportunity for exposure to the software development process, manufacturing, networking and much more.

Here at our lively site in Newport, you can expect a high focus on quality of life alongside supported career progression in one of the world's leading specialists in end-to-end cyber integration and high-grade encryption. On the doorstep of both the bustling capital as well as the lush Welsh countryside, our Cyber homestead has something for everyone. Become a local (if you're not one already) with our robust relocation package for renters and buyers.

HOW YOU WILL CONTRIBUTE TO THE TEAM

• Lead and manage a team of 1st line Engineers
• Responsible for ensuring the team provide a high-quality service to our users
• Ensure all SLA/KPI targets are met
• Mentor and coach Engineers to help them progress
• Lead by example, providing support to customer at a high level
• Manage a rota to ensure the desk is covered between the hours of 8-5

ABOUT YOU

• ITIL trained and experience working on a service desk with an ITSM tool
• Attention to detail and someone who takes pride in the quality of their work
• Keen to learn and help with any task that is required

HOW WE CAN SUPPORT YOU

Many of our staff work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need and we’ll always do our best to accommodate your request.

Please let us know if you need us to make any reasonable adjustments for the selection process – you can share this with your Talent Acquisition Partner if you are invited to interview. Examples may include (but not exclusive to) accessible facilities; auxiliary aids; room layout, etc. Any information disclosed will be treated in the strictest confidence.

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This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.