Description

Service Desk Manager

Programme Name: LCST

Location: Bristol, UK

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The Role:

We are in search of a Service Desk Manager to join team based in Bristol.

Responsibilities:

• Manage the daily operations of the service desk, ensuring that tickets are assigned, resolved and closed in a timely manner.
• Lead a team of service desk analysts, providing coaching, training and mentoring to ensure they are equipped to provide exceptional customer service and technical support.
• Maintain a high level of customer satisfaction by ensuring all client enquiries and escalations are responded to promptly and professionally.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited and regularly improved.
• Develop and maintain a comprehensive knowledge base for the service desk team, ensuring that they have access to the information required.
• Identify opportunities for process improvements and implement changes to improve the efficiency and effectiveness of the service desk.
• Managing the response and investigation to Major Incidents and RCAs, ensuring prompt and effective impact analysis is undertaken to restore services in a timely manner, therefore reducing the overall risk and impact to the business.
• Reporting and presenting at Monthly Management meetings.
• Providing cover to the Service Delivery Manager when required.

Skills Required:

• Must have strong experience managing a service desk team.
• Strong leadership skills, with the ability to motivate and guide a team of service desk analysts.
• Strong customer service skills, with the ability to provide exceptional customer service to all users.
• Ability to work collaboratively with other managers and stakeholders, whilst managing multiple priorities.
• Ability to manage, influence and prioritise working in a fast-paced environment.
• Ability to take personal responsibility for actions and see them through to completion.
• Good communication skills; written and verbal.
• Demonstrable problem solving experience in an operational environment.
• Experience managing major incidents in large and complex environments.
• Optimising the performance of the team with focus on improved efficiency, ensuring a consistently high standard of ticket management whilst driving down incident breached tickets and backlogs.
• Being trusted to report accurately against progress and escalate risks and issues to an appropriate level for resolution or mitigation.
• Experience with ServiceNow is desirable.
• ITIL Foundation Certification is desirable.

Clearance Requirements:

• Clearance to Start BPSS
• Clearance for Role SC

Reinvent yourself at Leidos UK! Uncover your potential by becoming a member of our team...

• Dynamic Working

Commitment to Diversity:

We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone. If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.

Who We Are:

The Logistics Commodities & Services Transformation (LCST) Programme for the UK Ministry of Defence is a critical effort to enhance and improve the UK’s defence supply chain. The programme provides essential services such as storage and distribution for the MOD's materiel, including a global freight service and the procurement and inventory management of 70,000 commodity NATO Stock Number (NSNs).

Working together as Team Leidos we are helping to transform the UK's defence supply chain by providing an integration of a complex mixture of services, at low risk, using a modern suite of systems that will deliver one version of the truth. For the first time, the MOD will see the whole picture, as it is happening.

What Makes Us Different:

Purpose: you can use your passion and abilities at Leidos to keep the people you care about safe. We are at the forefront of machine learning, AI, cyber security and solutions. Using your skills in the technology frontline by helping to build a safer world. You can inspire change.

Collaboration: having flexibility to do your job is one of our core benefits, enabling you to become part of our extraordinary team. We have been empowering our people to work flexibly for years. Whether you work from home, the office or on customer sites, we will give you the digital tools and the flexibility to work smarter and align your needs and ours.

People: Leidos empowers people from every background to be themselves and gives you the tools to learn new skills by enabling growth whilst developing. We believe that extraordinary people need opportunities to grow, to be inspired and to inspire others. At Leidos, we invest in technical academies, career rotations and a career development plans that enhance your future.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.