The RoleAs a Service Desk Team Leader, you will take day-to-day ownership of an ITIL-aligned ITSM service desk. This includes supporting customer accounts, leading a team of service analysts, owning the customer relationship and ensuring a consistently high standard of service delivery.

You will join Alscient's Managed Services team, supporting customers across a range of sectors. This is a hands-on leadership role, where you will be actively involved in service reviews and customer conversations while remaining closely engaged in your team's day-to-day work.

Why AlscientWe are experts in digital transformation and are proud to be Summit level Salesforce Partners and Advanced tier AWS Partners with over 15 years of proven experience developing solutions, supporting services and driving customer success.

Our certified consultants and developers build futureproof, innovative cloud solutions and provide managed services in sectors like health, transport, telecoms, social housing and others.

We provide great opportunities for people to develop and grow their career, alongside a fulfilling and enjoyable environment that supports that growth, while working with the best people and teams around.

• Key Responsibilities:Owning day-to-day service desk operations for the customer accounts you support, managing incidents, requests, problems and changes in line with ITIL process.
• Acting as the primary point of contact and trusted relationship owner for your customer accounts.
• Leading, coaching and scheduling a team of service desk analysts, and providing hands-on support during escalations and major incidents.
• Owning SLA and KPI performance, identifying and addressing the root causes behind service trends.
• Running customer service reviews and translating feedback into tangible process improvements.
• Working closely with all delivery teams to ensure customers receive joined-up, consistent support.

• Essential Skills & Experience include:3-5 years' experience leading or supervising a service desk team within an ITIL-aligned ITSM environment, with the ability to make an immediate impact in the role.
• Experience using Jira Service Management to manage SLAs, KPIs and day-to-day service operations.
• Strong people leadership skills, with experience coaching a team and managing escalations calmly and effectively.
• Excellent communication skills, with the confidence to engage stakeholders at every level, from end users to senior customer IT leadership.

• Desired skills & Experience include:ITIL v4 Foundation certification (or higher).
• Experience within a managed services or IT consultancy environment.
• Exposure to Salesforce and/or AWS-supported environments.
• Experience supporting multiple customer accounts concurrently.
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