Digital Service Desk Lead Glasgow, Scotland
Job description
SPT Digital are continuing to evolve the Digital Services Team by recruiting an enthusiastic Digital Service Desk Lead during an exciting period of change within the team.
We have over 200 products and systems that support a wide variety of services across SPT (inc Glasgow Subway, Buchanan Bus Station, ZoneCard and Subsidised Bus Services).
This role will be pivotal in supporting the Digital Services Team Leader and Digital Manager by introducing and improving support and service processes across a wide range of technologies by introducing recognised best practices with an energetic yet pragmatic approach.
The role will primarily focus on leading a small team of technology support analysts as part of a wider group that is focussed on maintenance, support, project delivery and technical partnerships.
The Service Desk team’s primary objectives will be to maintain and improve the stakeholder experience through the management of endpoint devices and associated software. However, there is real desire for the team to continuously learn and develop so that strong support expertise is available across technologies for stakeholders who need our help.
The team lead by the Digital Service Desk Lead are expected to contribute and lead on projects where suitable. The Digital Service Desk Lead is expected to maintain an inventory of assets, services and products as well as ensuring that documentation and tools are appropriate for support purposes.
About You
This role would suit an individual coming from a small to medium enterprise looking to increase their knowledge and make significant improvements to organisational service processes. ITIL Service Management knowledge is a must.
The successful candidate will enjoy learning and be experienced in prioritising complex requests in a diverse environment. They will be capable of analysing raw data and providing context as part of a report or presentation.
You will be naturally enthusiastic and able to engage with a wide range of stakeholders, skilled at triaging the service requests, incidents and problems of different departments and product owners. You must have excellent communication skills.
You will be a pragmatic person who understands when processes need to be approached differently to deliver business outcomes or a positive stakeholder experience.
You will have proven experience in leading a small group of support analysts.
You will be highly organised and comfortable in changing priorities when required.
You will be able to analyse and evaluate the risks, benefits and negatives of different requests in the wider context of the organisation. This may be as an individual or as part of a team when required.
You will be someone who can help SPT evolve through using their passion for delivery and improvement.
- Competitive Salary
- 21 days annual leave increasing to 29 days after your 5th year of continued service.
- 12 days public holidays
- Whilst you will be based at 131 St Vincent Street, Glasgow, SPT is currently operating a hybrid working scheme which allows 50%
- Membership of the Local Government Pension Scheme – SPT contribute 19.3% of your annualised pay
- Group Life Assurance Cover
- Commitment to your ongoing learning and development
- Employee Travel Pass Scheme – a Subway Smartcard to travel on the Glasgow Subway for free
- Discounted Season Rail Tickets – maximum of £300 towards the cost of an annual rail ticket
Full time hours will be 35 hours per week Monday to Friday. However, you may be required to undertake work out with this norm to meet the responsibilities of the post.
Please note, this position falls into the high-risk category under the Alcohol and Drugs policy and therefore is subject to random & for-cause testing procedures.
How to Apply
To apply, please select the ‘apply now’ button to complete an online application form. Closing date for applications will be midnight on Thursday 16 March 2023.
SPT is an Equal Opportunities company welcoming application from a diverse background. If you’ve got the right skills for the job we want to hear from you. SPT encourage applications from the right candidates regardless of age, disability, gender identity, sexual orientation, religion, belief or race.
