Lorien is recruiting a Service Desk Team Leader for a large gaming development company in Manchester. This role offers an experienced professional the chance to lead a team, manage service delivery, and drive improvements in a dynamic, supportive environment. Lead a team of Service Desk Analysts, ensuring top-tier service for 1000 multi-site users.

Key Responsibilities:

• Service Desk Ownership: Manage all incoming tickets and uphold high service levels.
• Team Leadership: Lead, develop, and appraise Service Desk Analysts.
• Service Improvement: Drive continuous improvement via ITIL, training, and 24/7 team collaboration.
• SLA Management: Monitor SLAs, report on targets, and optimise performance (balancing data with team support).
• Support Delivery: Provide remote and face-to-face troubleshooting.

Required Skills:

• Proven Service Desk Experience: Solid background, ideally with team leadership.
• ITIL Familiarity: Good understanding for continuous improvement.
• ITSM Tool Proficiency: Experience with tools like Solarwinds Service Desk, ServiceNow, FreshDesk, or similar.
• SLA-Driven Mindset: Ability to work to SLAs, understanding key metrics.
• Strong Communication & Diagnostic Skills: Crucial for remote support and team cohesion.
• Innovative Approach: Valued for new ideas; freedom to implement improvements.
• Freedom to implement ideas and contribute to process improvements.
• Join a friendly, supportive, and collaborative team.
• Hybrid Working - Manchester-based, Monday to Friday. Potential non-contractual involvement in on-call duty manager rota.

Submit your CV now to be considered.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.