Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the IT service desk, ensuring top-notch support and continuous improvement.
- Company: Join Connells Group, a forward-thinking employer in Milton Keynes.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Why this job: Make a real impact by enhancing IT services and mentoring future tech leaders.
- Qualifications: Experience in IT service management and strong leadership skills required.
- Other info: Diverse workplace with equal opportunities for all applicants.
The predicted salary is between 48000 - 72000 £ per year.
We are seeking a Service Desk Lead to join our Group Technology Team in Milton Keynes. In this role, you will oversee the day-to-day IT support operations, ensuring high-quality, consistent service delivery, and meeting Service Level Agreements (SLAs). You will act as a critical escalation point for complex issues, mentor staff, and drive continuous improvement through performance analysis.
Key Responsibilities
- Subject matter expertise: Providing thought leadership, vision and technical due diligence.
- Continuous improvement: Incident response and resolution and root cause analysis and fix to ensure a 24x7x365 capability.
- Team and line management: Delivering the workplace capability and to steward the team's professional development.
- Governance: Governance of teams consuming this platform capability in a safe, reliable and sustainable way.
- Service Delivery Leadership: Overseeing the day-to-day operations of the IT service desk to ensure high-quality, efficient support for all employees.
- Supplier Relationship Management: Maintaining relationships with key suppliers, participating in regular service reviews and day-to-day contract and performance management.
- Operational Leadership: Managing the day-to-day operations of the IT service desk, including staff management, performance monitoring, and ensuring service level agreements (SLAs) are met or exceeded.
- Service Excellence & Strategy: Driving continuous improvement in IT processes, procedures, and technology to support the business area, including managing the technical relationships with third-party suppliers.
- Performance Metrics & Reporting: Reviewing monthly service metrics to ensure service issues are addressed and that service levels are maintained.
- Incident & Problem Management: Overseeing the management of major incidents and ensuring that service issues impacting the business are addressed efficiently.
- Team Development & Capability: Building the capability of IT teams, including mentoring staff, and driving adoption of ITIL or other industry-standard methodologies.
- Stakeholder Management: Liaising with technical teams and senior management to ensure technology solutions align with business goals.
Experience and Skills Required
- Proven experience in a senior IT service management or service desk leadership role, ideally managing a large, distributed team.
- Experience of leading and managing a Service Desk both internally and provisioned by a 3rd party, ideally in an agile value-stream operating model.
- Deep understanding of ITIL frameworks, service desk systems, incident management, and performance metrics.
- Strong team management abilities, including coaching, mentoring, and fostering a collaborative culture.
- Excellent interpersonal skills to work with various stakeholders across the business and with external partners.
- Ability to review service metrics and drive improvements in service delivery.
Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
Service Desk Lead in Milton Keynes employer: Connells Group
Contact Detail:
Connells Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Lead in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service management space. Attend industry events or webinars, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews by practising common questions related to service desk leadership. Think about your past experiences and how they align with the role. We recommend doing mock interviews with friends or using online platforms to get comfortable.
✨Tip Number 3
Showcase your expertise! When you get the chance to chat with potential employers, highlight your knowledge of ITIL frameworks and your experience in managing service desks. We want to see you shine and demonstrate how you can drive continuous improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make this happen together!
We think you need these skills to ace Service Desk Lead in Milton Keynes
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Lead role. Highlight your experience in IT service management and any leadership roles you've held. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Share specific examples of how you've driven continuous improvement and managed teams effectively.
Showcase Your Technical Expertise: Don’t forget to mention your knowledge of ITIL frameworks and service desk systems. We’re looking for someone who can provide thought leadership, so let us know how you’ve done this in past roles!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Connells Group
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've applied ITIL frameworks in your previous roles, especially in service desk management. This will show that you understand the principles behind effective service delivery.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you mentored staff or improved team performance. Highlighting your ability to foster a collaborative culture will resonate well with the interviewers.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that test your problem-solving skills. Practice articulating your thought process when managing incidents or resolving complex issues. This will demonstrate your critical thinking and operational leadership capabilities.
✨Understand the Business Context
Research the company and its technology goals. Be prepared to discuss how your experience aligns with their objectives and how you can contribute to continuous improvement in their IT processes. Showing that you understand their business will set you apart from other candidates.
