Senior Service Desk Lead — 24/7 ITIL & Ops Excellence

GMCA; Chequerbent; Sur place; GBP 45 000 - 58 000; Plein temps

Résumé du poste

GMCA seeks a Senior Service Desk Team Leader to provide operational leadership for the GMFRS/GMCA ICT Service Desk, reporting to the Head of Digital Services. You will oversee first-line and selected second-line support, ensuring high performance and a customer-focused service.

You will drive workforce planning for a 24/7 environment, monitor SLAs/KPIs, coach staff, manage incidents and contribute to digital transformation and ICT improvement programmes.

Qualifications

• 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.

Responsabilités

• Oversee daily operation and performance of the Service Desk.
• Support effective rota design, workforce planning and resource allocation for a 24/7/365 environment.
• Monitor performance against SLAs, OLAs and KPIs.
• Lead improvements in first-contact resolution and customer satisfaction.
• Oversee ticket quality, call monitoring and knowledge-base governance.
• Act as escalation point for complex or high-priority incidents.
• Coordinate across first, second and third-line teams.
• Maintain oversight of ICT assets and inventories.
• Support ITIL-aligned Incident, Request, Problem, Knowledge and Asset Management processes.
• Provide reporting on performance, risks and improvement opportunities.
• Contribute to digital transformation and ICT improvement programmes.

Connaissances

Team Leadership

SLA KPI management

Workforce Planning

Communication

Service Desk Operations

Formation

ITIL Foundation certification

Outils

ServiceNow

Description du poste

GMCA seeks a Senior Service Desk Team Leader to provide operational leadership for the GMFRS/GMCA ICT Service Desk, reporting to the Head of Digital Services. You will oversee first-line and selected second-line support, ensuring high performance and a customer-focused service.

You will drive workforce planning for a 24/7 environment, monitor SLAs/KPIs, coach staff, manage incidents and contribute to digital transformation and ICT improvement programmes.