Deputy Service Desk Lead

at  Methods Business and Digital Technology

Methods Business and Digital Technology Limited
Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.
Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.
We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.
Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.
Methods was acquired by the Alten Group in early 2022.
Role Description
Candidates must have a previous track record of performing a Service Desk Team lead role, ideally with a proven knowledge and understanding of how these align with ITIL processes.
The Service Desk Team Lead will provide day to day operational governance and support, training, day to day escalations and provide Management Information to the Service Delivery Manager.

The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channeling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.

• Responsible for providing first line support as required to support Service Desk Agents
• Service output and reporting delivered to Departmental and programme standards
• Monthly Service review: Service output agreed and costings signed-off by appropriate staff via monthly service reviews
• Support provided taking calls/responding to emails and handling the resulting incidents or requests
• Support and issue resolution in keeping with overall service level agreements
• Successful support and incident management utilising ITSM tools
• Co-ordination of Service Desk activities:
• Routing incidents to the appropriate business or third-party support as required
• To receive and respond to monitoring alerts
• Utilises the Knowledge Base to provide advice or resolve incidents
• Enters and maintains relevant records in the Service Management tools
• Promptly allocate incidents to the appropriate resolver group
• Maintains the asset database and tracks changes

REQUIREMENTS:

This role would best suit an individual who has a proven track record in delivery in a similar role

• Service Desk Team Management experience
• Proven experience of working in an ITIL aligned IT Service Desk environment
• Incident Management experience, including business expectations and communication
• Experience of providing a wide range of end user device support advice
• ITIL Foundation Certificate (minimum) or Service Operations Lifecycle module (preferable)
• Excellent communication skills and telephone manner
• A self-motivated achiever who gains satisfaction from providing excellent customer service

This role will require you to have or be willing to go through Security Clearance. As part of the onboarding process candidates will be asked to complete a Baseline Personnel Security Standard; details of the evidence required to apply may be found on the government website Gov.UK. If you are unable to meet this and any associated criteria, then your employment may be delayed, or rejected. Details of this will be discussed with you at interview.

The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channeling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.

• Responsible for providing first line support as required to support Service Desk Agents
• Service output and reporting delivered to Departmental and programme standards
• Monthly Service review: Service output agreed and costings signed-off by appropriate staff via monthly service reviews
• Support provided taking calls/responding to emails and handling the resulting incidents or requests
• Support and issue resolution in keeping with overall service level agreements
• Successful support and incident management utilising ITSM tools
• Co-ordination of Service Desk activities:
• Routing incidents to the appropriate business or third-party support as required
• To receive and respond to monitoring alerts
• Utilises the Knowledge Base to provide advice or resolve incidents
• Enters and maintains relevant records in the Service Management tools
• Promptly allocate incidents to the appropriate resolver group
• Maintains the asset database and tracks change

This role would best suit an individual who has a proven track record in delivery in a similar role

• Service Desk Team Management experience
• Proven experience of working in an ITIL aligned IT Service Desk environment
• Incident Management experience, including business expectations and communication
• Experience of providing a wide range of end user device support advice
• ITIL Foundation Certificate (minimum) or Service Operations Lifecycle module (preferable)
• Excellent communication skills and telephone manner
• A self-motivated achiever who gains satisfaction from providing excellent customer servic