Senior Service Desk Lead & Operations Coach (Hybrid)

Deloitte LLP; Belfast; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading consulting firm in Northern Ireland is seeking a Service Desk Lead to manage a team of Service Desk Analysts. You will mentor team members, ensure performance standards are met, and be responsible for guiding the team to deliver exceptional customer service. Ideal candidates will have substantial experience in service operations, a strong IT Service Management background, and excellent stakeholder communication skills. Flexible hybrid working options are available.

Benefits

Hybrid working policy

Career development opportunities

Inclusive work culture

Qualifications

• Experience in a service desk lead or service operations role.
• Proven ability to manage and develop a technical service team.
• Strong experience with IT Service Management processes.

Responsibilities

• Supervise a team of Service Desk Analysts.
• Provide mentorship and guidance to team members.
• Monitor team performance and ensure SLAs are met.

Skills

Customer-first approach

Excellent communication skills

Service management passion

Attention to detail

Organisational skills

Problem-solving

Education

Third level qualification in technology or related discipline

Tools

ServiceNow

Job description

A leading consulting firm in Northern Ireland is seeking a Service Desk Lead to manage a team of Service Desk Analysts. You will mentor team members, ensure performance standards are met, and be responsible for guiding the team to deliver exceptional customer service. Ideal candidates will have substantial experience in service operations, a strong IT Service Management background, and excellent stakeholder communication skills. Flexible hybrid working options are available.