At a Glance
- Tasks: Lead the Service Desk team to enhance digital support and user experience.
- Company: Join a global consultancy known for engineering and technical solutions.
- Benefits: Competitive day rate, hybrid work model, and opportunities for professional growth.
- Other info: Dynamic role with a focus on training and automation in a collaborative environment.
- Why this job: Make a real impact by improving IT support and driving digital adoption.
- Qualifications: Experience in IT Service Desk and strong knowledge of Microsoft 365 tools.
The predicted salary is between 39600 - 52800 £ per year.
Location: Hybrid (2-3 days in Warrington)
Contract: Inside IR35
Day rate: £220 per day
Duration: 6 months+
Start date: ASAP
Clearance: Eligible for Security Clearance (sole UK nationals) but can start on a BPSS
Key words: Service Desk, Microsoft 365, Digital, adoption, training.
We have a fantastic opportunity for an experienced Service Desk Enablement Lead. The Client is a Global Consultancy specialising in providing engineering, technical, professional and construction solutions. The Service Desk Enablement Lead is responsible for improving how Service Desk tools, digital support channels, ITSM processes, knowledge, automation and user support services are adopted, understood and embedded. This role sits within the Service Desk function and acts as a bridge between Service Desk analysts, IT service owners, business users and support teams. It focuses on increasing Service Desk capability, improving digital support and self-service adoption, strengthening knowledge management, supporting consistent ITSM practices and reducing avoidable ticket demand through effective enablement, communication and practical digital support.
Key Responsibilities
- Identify gaps in adoption and user experience across the organisation
- Drive behaviour change to ensure tools are used effectively in day-to-day work
- Design and own a structured IT training and enablement programme aligned to business and Service Desk needs
- Lead the adoption of automation solutions across L1 & L2 Service Desk in IT
- Own and develop the IT SharePoint / IT Hub as the central enablement platform
- Define and track adoption and enablement KPIs such as:
- Training participation and feedback
- Tool adoption rates
- Automation usage and benefits with the Service Desk team
Skills & Experience
- Experience working in or closely with an IT Service Desk, IT Service Delivery, digital support or ITSM environment
- Understanding of Service Desk operations, including incident management, request fulfilment, triage, escalation, knowledge management and customer communication
- Strong knowledge and experience using Microsoft 365 tools such as SharePoint, Teams, Copilot, Power Platform and knowledge-sharing platforms to support digital enablement
- Experience with Service Desk or ITSM tooling, preferably ServiceNow, including knowledge articles, catalogues, forms, workflows, digital support channels or reporting
- Experience designing and delivering training, enablement or process adoption activity for technical support teams
- Experience creating digital learning and support content such as analyst guides, end-user guidance, videos, FAQs and process documentation
- Excellent communication, stakeholder engagement and facilitation skills
- Ability to translate technical processes and digital support solutions into clear, practical guidance for analysts and end users
Locations
Service Desk Enablement Lead in Cheshire, Warrington employer: Morson Edge
Join a leading Global Consultancy that values innovation and employee development, offering a dynamic hybrid work environment in Warrington. As a Service Desk Enablement Lead, you will benefit from a culture that prioritises collaboration and continuous learning, with opportunities to enhance your skills in digital support and IT service management. Enjoy competitive day rates and the chance to make a meaningful impact on service delivery while working alongside a talented team dedicated to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Enablement Lead in Cheshire, Warrington
✨Get Involved in Tech Meetups
If you're looking for a temporary gig in IT consulting, tech meetups can be a goldmine. They’re perfect for meeting potential employers and showcasing your skills in person. Don't just show up—share your ideas and engage in discussions. That's how we can make ourselves memorable!
✨Leverage Your University’s Resources
University career services are often buzzing with opportunities tailored for temporary roles in IT consulting. Go to workshops, job fairs, and networking events. It's a chance to connect with employers who are eager to find fresh talent like us, so don’t let it slip away!
✨Show Your Skills with Micro-Projects
Create mini-projects or case studies that demonstrate your problem-solving skills or innovative solutions in IT. Sharing these on platforms like GitHub or personal blogs can showcase your abilities when connecting with potential employers or during interviews. Trust us, it makes a strong impression!
✨Apply Directly through Our Website
When you spot an opening at Morson Edge that excites you, don’t miss out on applying through our website directly. You won't just stand out in a sea of applicants; you’ll show that you’re proactively interested in their work. Plus, it's always good to simplify the process as much as possible!
We think you need these skills to ace Service Desk Enablement Lead in Cheshire, Warrington
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, showcasing your technical skills is essential. Make sure your CV lists relevant programming languages, software tools, or methodologies you've worked with. If you've tackled specific projects or have certifications (like AWS or Cisco), bring those to the forefront. We're always keen to see how you can apply your skills to solve problems!
Tailor Your Cover Letter:For a temporary role at Morson Edge, it's important to express your adaptability and eagerness to learn. In your cover letter, highlight how your past experiences have prepared you for quick integration into new teams and projects. A personal touch showing your excitement for the specific challenges at Morson Edge can make all the difference!
List Relevant Projects:If you’ve worked on consulting projects or tech rollouts, don’t hesitate to mention them! Detail the challenges you faced, your contributions, and the outcomes. This practical experience showcases your ability to deliver value in a short time frame, which is key for a temporary role in IT consulting.
Keep It Concise and Impactful:Given the temporary nature of the role, our hiring team at Morson Edge will appreciate a clear, concise application. Make your CV scannable with bullet points and emphasise your most relevant experiences. We want to see your capability at a glance, so aim for brevity without sacrificing detail!
How to prepare for a job interview at Morson Edge
✨Showcase Your Problem-Solving Skills
In IT consulting, you’ll often face complex issues that need quick solutions. Be ready to discuss past experiences where you tackled problems head-on, ideally using specific frameworks or tools. Think about how you can highlight your analytical thinking and decision-making process during the interview.
✨Brush Up on Relevant Technologies
Make sure you’re familiar with key technologies relevant to the role at Morson Edge. This might include project management tools, CRM software, or any specific programming languages they use. Being able to speak confidently about these can set you apart from other candidates.
✨Emphasise Your Adaptability
Being in a temporary role often means you need to hit the ground running. Prepare to showcase your ability to adapt to new environments and workflows. Maybe think of examples where you’ve quickly learned new systems or collaborated with diverse teams to achieve results in tight deadlines.
✨Pitch Your Consulting Mindset
Consulting is all about understanding client needs and delivering effective solutions. Present yourself as someone who can think strategically and provide actionable insights. Talk about how you plan to gather requirements and communicate findings to non-technical stakeholders at Morson Edge.
