service desk manager Work, Jobs in edinburgh (with Salaries)

Team Lead, Enterprise Service Desk
ABACUS —Edinburgh
- Customer service
- Windows
- Bachelor's degree
- Employee discount
- Life insurance
Quick apply
14d
Technology Service Desk Manager
Quorum Cyber —Edinburgh
- Full-time
- Hybrid work
- PMP
- Customer service
- Project management
Quick apply
9d
IT System Support User
Mowi ASA —Rosyth
- Microsoft Outlook
- Travel
- IT
Sales Operations Analyst
Quorum Cyber —Edinburgh
- Full-time
- Hybrid work
- Microsoft Excel
- Sales
- Salesforce
Quick apply
12d
Senior IT Engineer
Texaport —Edinburgh
- £45 - £55 an hour
- Full-time
- Hybrid work
- Azure
- Analysis skills
- Driving
- Annual leave
Quick apply

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Team Lead, Enterprise Service Desk

ABACUS -
Edinburgh

Quick apply

Job details

14 days ago

Benefits

Private dental insurance
Company pension
Discounted gym membership
Company events
Private medical insurance
Employee discount
Life insurance

Qualifications

Microsoft Windows Server
ITIL Certification
Incident management
Customer service
Windows
Bachelor's degree
Virtualisation
Computer networking
Contracts
ServiceNow
IT
VMWare
Active Directory
Intune

Full job description

Job Summary

The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 & 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents.

Responsibilities:

Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.
Provide training, coaching, and real-time assistance to all Service Desk Analysts.
Identify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.
Assist management in QA Review processes to improve ticket quality and escalation
Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.
Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.
Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.
Develop familiarity with client contracts to understand service levels and obligations.
Assist in new hire on-boarding process.

Skills:

Experience with ServiceNow ITSM platform
Incident, request, problem, change and major incident management experience
Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
- Microsoft Windows 10 & 11
- Microsoft Server 2016-2025
- Microsoft 365 & Intune
- Entra ID/Active Directory
- Citrix Xenapp
- Virtualization, e.g. VMware, Hyper V, Proxmox
- Cisco Meraki
- Email Security, e.g. Proofpoint, Mimecast
skills (oral and written), with ability to converse both laterally and vertically.
Excellent customer service and service management skills.
High energy, friendly with the ability to articulate technical solutions into layman terms
Able to work under pressure, prioritize and multitask.

Qualifications:

Bachelor's degree preferred.
Technical certifications and training a plus.
ITIL certification or strong knowledge of working practices.
5 years minimum experience in a relevant field.
Experience within a large service delivery organization a plus

What you can Expect:

Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
Gym discount
Life insurance
Comprehensive travel insurance for you and your family in line with scheme rules
Confidential well-being and counselling support
Competitive Compensation
Contributory pension scheme
Company events
Private Medical and Dental Insurance

Quick apply

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service desk manager jobs in edinburgh

Team Lead, Enterprise Service Desk

Technology Service Desk Manager

IT System Support User

Sales Operations Analyst

Senior IT Engineer

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