Service Desk Lead

In this role, you'll work in one of our IBM Consulting Client Innovation Centres (Delivery Centres), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centres offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground-breaking impact for a wide network of clients. Our culture of evolution and empathy centres on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

We offer:

• Regular and frequent promotion and progression opportunities to ensure you can drive and develop your career with us
• Feedback and checkpoints throughout the year; no one-off annual reviews here
• A multitude of training opportunities from classroom to e-learning, mentoring and coaching programs as well as the chance to gain industry recognized certifications
• Diversity & Inclusion as an essential and authentic component of our culture through our policies and process as well as our Employee Champion teams and support networks
• A culture where your ideas for growth and innovation are always welcome
• Internal recognition programs for peer-to-peer appreciation as well as from manager to employees
• Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, 1 month paid paternity leave, 16 weeks fully paid maternity leave and an innovative maternity returners scheme
• More traditional benefits, such as 25 days holiday, a gym discount scheme, online shopping discounts, an Employee Assistance Program, a group personal pension plan of an additional 5% of your base salary paid by us monthly to save for your future.

Your role and responsibilities

IBM is currently seeking a highly skilled and experienced Service Desk Lead to join our team on a public sector project. This role is based on-site and requires a deep understanding of IT service management principles, particularly within the ITIL framework.

Responsibilities:

• Oversee and manage the day-to-day operations of the service desk team, ensuring high standards of customer service and efficient resolution of incidents, changes, and problems.
• Act as the primary point of contact for escalated issues from the L1 and L2 service desk teams, providing expert advice and guidance.
• Ensure compliance with ITIL processes, procedures, and standards across all service desk activities. Develop and implement strategies to continually improve service desk performance and efficiency.
• Manage and prioritize incoming service requests, effectively balancing resources to meet Service Level Agreements (SLAs) and resolve issues in a timely manner.
• Provide technical leadership and mentorship to L1 and L2 service desk staff, fostering a culture of continuous learning and professional development.
• Collaborate with other technical teams and stakeholders to troubleshoot complex customer issues, ensuring swift resolution and customer satisfaction.
• Oversee and participate in on-call rotations, providing 24/7 support during high priority incidents.
• Monitor and report on key service desk metrics, using data to drive process improvements and strategic decision-making.

Required education

None

Preferred education

Bachelor's Degree

Required technical and professional expertise

• To handle incoming technical support incidents requests and changes.
• Management of personal call queue ensuring calls are closed in a timely fashion.
• Provide updates and ensure ongoing customer communication is maintained.
• Resolution of calls including password resets and ordering hardware parts.
• Escalation of calls to 2nd & 3rd Line Team as necessary.
• Work with other internal teams (3rd Line Technical Delivery Teams Development Projects etc.)
• Assisting with service management reporting on previous month's quality of service.
• Helping drive continuous improvement in processes and helping ensure SLAs are met in key metrics.

As an equal opportunities' employer, we welcome applications from individuals of all backgrounds. However, for you to be eligible for this role, you must have the valid right to work in the UK. Unfortunately, we do not offer visa sponsorship and have no future plans to do so. You must be a resident in the UK and have been living continuously in the UK for the last 10 years. You must be able to hold or gain a UK government security clearance.

Preferred technical and professional experience

• Bachelor's degree in Computer Science, Information Technology, or a related field. A relevant certification such as ITIL v4 Foundation is preferred.
• Experience in IT service management, with at least 2 years in a leadership capacity, preferably in the public sector.
• Demonstrated expertise in database management, various operating systems (Windows, Linux, etc.), and multiple programming languages (Java, Python, SQL, etc.).
• Experience with incident, change, and problem management, along with production monitoring tools such as IBM Tivoli, BMC Remedy, or ServiceNow.
• Proficient understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.)
• Experience with virtualization technologies (VMware, Hyper-V, etc.) and cloud platforms (AWS, Azure, etc.) is a plus.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with both technical and non-technical stakeholders.
• Ability to thrive in a fast-paced, dynamic environment, dealing effectively with high pressure and tight deadlines.
• ITIL v4 Certification (or equivalent) is highly desirable.

ABOUT BUSINESS UNIT

IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration.

YOUR

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

OTHER RELEVANT JOB DETAILS

IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.

Job Title: Service Desk Lead

Job ID: 20242

City / Township / Village: Hursley

State / Province: Hampshire

Country: United Kingdom

Work arrangement: Hybrid

Area of work: Infrastructure & Technology

Employment type: Regular

Position type: Professional

Up to 80% or 4 days a week (home on weekends - based on project requirements)

Company: IBM

Shift: General (daytime)

Is this role a commissionable/sales incentive based position?