Your Responsibilities:

• Lead and develop the IT Service Desk team, promoting ownership, accountability, professionalism and excellent customer service
• Own day-to-day Service Desk performance, including ticket prioritisation, workload management, escalation, communication and resolution
• Maintain strong standards across SLA/OLA performance, first-contact resolution, ticket quality and effective hand-offs between teams
• Act as the senior escalation point for complex or sensitive issues and identify recurring demand, bottlenecks and service improvement opportunities
• Apply practical ITIL and Service Management principles, ensuring processes are proportionate, effective and consistently followed
• Improve ITSM data quality, workflows, automation, self-service and knowledge management
• Support Incident, Major Incident, Problem and Change Management activities, including communications and operational readiness
• Define and review Service Desk KPIs, using performance data and customer feedback to drive continual improvement
• Build strong relationships across EIT and ensure the Service Desk continues to meet evolving scientific, technical and operational needs
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