Senior Service Desk Lead — 24/7 ICT Support

GMCA; Greater Manchester; On-site; GBP 42,000 - 62,000; Full time

Job summary

GMCA is seeking a Senior Service Desk Team Leader to provide operational leadership for the GMFRS/GMCA ICT Service Desk. You will manage day-to-day service delivery, lead a busy team across 24/7/365 operations and ensure high customer satisfaction through strong governance and process improvements.

The role requires ITIL Foundation and proven leadership of ICT support teams in a complex environment, with ability to manage competing priorities and deliver against performance metrics.

Qualifications

• Requires proven experience leading ICT support teams in a complex, multi-site environment.
• ITIL Foundation certification or higher.
• Experience delivering against SLAs and KPIs and improving service performance.
• Strong communication, customer service and problem-solving skills.

Responsibilities

• Oversee daily operation, workload and performance of the Service Desk.
• Support rota design, workforce planning and resource allocation for 24/7/365 support.
• Monitor performance against SLAs, OLAs and KPIs.
• Lead improvements in first-contact resolution, customer satisfaction and data quality.
• Oversee ticket quality, call monitoring and knowledge-base governance.
• Act as escalation point for complex incidents and coordinate across support tiers.

Skills

Team leadership

Customer service

Problem solving

Communication

Education

ITIL Foundation

Tools

ServiceNow

Job description

GMCA is seeking a Senior Service Desk Team Leader to provide operational leadership for the GMFRS/GMCA ICT Service Desk. You will manage day-to-day service delivery, lead a busy team across 24/7/365 operations and ensure high customer satisfaction through strong governance and process improvements.

The role requires ITIL Foundation and proven leadership of ICT support teams in a complex environment, with ability to manage competing priorities and deliver against performance metrics.