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IT Service Desk Leader

Location: Oxfordshire Salary: £34000 - £35000 per annum
Sector: IT & Telecoms, Client Delivery, Technology Type: Permanent
Contact: Olly Nixon Job Published: 12 days ago

IT Service Desk Lead

Location: Oxfordshire

Salary: £35k

Would you like to become involved in an exciting and fulfilling opportunity to design and develop technical solutions in support of various key government agencies? Joining a team dedicated to delivering cutting-edge, secure solutions for clients in defence, emergency services, science/medicine, and other research fields, often in collaboration with universities. If you have a passion for technology and innovation, along with a strong desire to understand the workings of different technologies and put your skills to the test, we would be very interested in discussing further with you.

Our client is an industry leading managed service provider who are actively searching for an IT Service Desk Lead to join their team in the Oxfordshire area. The successful candidate will be acting as Shift Lead and your primary role will be providing guidance, support and coaching to a dedicated team of Service Desk Analysts, operating a 24 x 7 shift rota.


  • Annual professional and training development plan.
  • Hybrid / flexible working.
  • Accrue additional holidays after 2- and 5-years' service.
  • Discretionary bonus' and a regular salary review.
  • 20% shift allowance (included within quoted salary).
  • Subsidised healthcare scheme.
  • Government Pension Scheme, matching contributions up to 10%.


As IT Service Desk Lead you will be responsible for:

  • Work as part of the 24 x 7 shift system on the IT Service Desk.
  • Answer calls & e-mails from our customers on the ITSD when workloads are high or during any reduced staffing levels.
  • Act as a point of escalation for queries from colleagues and as part of the Major Incident process.
  • Assist the Service Management team in the production of both regular and ad hoc reports.
  • Act as a champion for corporate processes such as Incident, Problem & Change management, taking feedback to develop and maintain the processes and supporting procedures, ensuring an
  • efficient and effective consistent service is delivered in line with customer SLAs.
  • Challenge poor performance or process and instigate improvement activities. Ensure working aids are appropriate and updated.
  • Coach, develop and motivate colleagues, offering training sessions to address gaps in capability.
  • Support Service Operations with people management activities, from day-to-day shift admin.
  • through to regular performance and development reviews

Skills & Experience

Essential skills:

  • Exceptional customer service & communication skills.
  • Experience working with both internal teams and external suppliers.
  • Experience of supervising a team or mentoring others
  • Proven analytical and problem-solving abilities.
  • Effective prioritisation and execution of tasks in a high-pressure environment.
  • Excellent time-management & organisational skills.
  • Willing to challenge and improve existing process in a constructive manner by appropriately negotiating and influencing key stakeholders.

Desired skills:

  • IT Service Management toolsets (Cherwell, Remedy, ServiceNow etc)
  • Centralised monitoring toolsets (e.g. SolarWinds/Nagios/Icinga/etc)
  • Windows 10

If you are a dynamic leader with a passion for delivering exceptional customer service and driving continuous improvement, we encourage you to apply for this exciting opportunity. Please submit your CV .

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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