Service Desk Lead - United Kingdom - Remote

Service Desk Lead 

Are you a Service Desk Lead looking for something new? 

Do you have experience of managing a service desk in a Microsoft environment? 

Would you be interested in helping with the running of crucial platforms that help the government keep Livestock safe and healthy? 

If so, we’d love to hear from you! 

At Livestock Information Ltd, our mission is to be an outstanding service provider of livestock data, empowering government, industry, and farmers to effectively manage disease and infection control, whilst enhancing productivity and innovation in agriculture. To achieve this, we need great people, who share in our values. 

We are now seeking an experienced Service Desk Lead to join us fully remote. As a Service Desk Lead at Livestock Information Ltd., you will be responsible for managing the day-to-day operations of the Service Desk, ensuring high quality customer service and support across all IT incidents and requests. Operating within the ITIL framework, you will oversee incident management, request, and problem resolution processes, aiming to minimize disruptions and maintain optimal service levels ensuring all service targets are achieved.       

This is an interesting role that’s a dynamic blend of problem-solving, communication, and adherence to industry-leading standards for optimal IT service provision. 

Responsibilities 

• Leadership and Management: Lead, motivate, and support the service desk team. Plan and schedule staff shifts to ensure optimal coverage. Conduct performance reviews ensuing that service standards are being achieved.  
• Incident and Request Management: Oversee the efficient handling of service incidents and requests, ensuring they are logged, prioritised, assigned, and resolved within agreed timelines. Escalate complex issues to appropriate technical teams as needed.  
• Major Incident Management: Oversee the running of Major Incidents, set up and run …