Service Desk Enablement Lead Job at Morson Talent (Warrington)

Senior Team Lead, Managed Services Client Service Desk

The Senior Team Lead, Managed Services Client Service Desk is a developing subje...

Location

South Africa , Cape Town

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

A good understanding of the vast range of IT operations and company service offerings
Displays excellent levels of client engagement and service orientation
Demonstrates operational team management skills and the ability to effectively manage the resources that report to them
Good collaboration skills and ability to interact professionally
Demonstrates understanding of project management principles
Strong documentation skills and expertise in handling escalated customer issues
Bachelor's degree or equivalent in information technology or related field
Relevant technical certifications preferred
ITIL v4 specialist certification and knowledge is preferred
ITIL Specialist (Managing Professional) certification is preferred

Job Responsibility

Responsible for managing a team of service desk agents
Ensures resource allocation, attendance, effective achievement of KPI's and planning activities
Contributes to the process of managing tickets or calls logged at the service desk
Ensures all incidents which are logged, are accurately registered and categorized
Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
Ensures reported faults are investigated and diagnosed
Be expected to take ownership and resolve or further escalate escalated incidents
Checks incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
Ensures relevant actions have been logged to enable tracking

Fulltime

Team Lead, Managed Services Client Service Desk

The Team Lead, Managed Services Client Service Desk is an entry level subject ma...

Location

South Africa , Port Elizabeth

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Some understanding of the vast range of IT operations and company service offerings
Displays good levels of client engagement and service orientation
Demonstrates operational team management skills and ability to effectively manage the resources that report to them
Good collaboration skills and ability to interact professionally
Some understanding of project management principles
Bachelor's degree or equivalent in information technology or related field
ITIL v4 specialist certification and knowledge is required
Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment
2-3 years worked experience in as a Service Desk Team Lead role or similar
Entry level team management/leadership experience

Job Responsibility

Responsible for managing a team of junior service desk agents and / or administrators
Ensures resource allocation, attendance, effective achievement of KPI's and planning activities
Contributes to the process of managing tickets or calls logged at the service desk
Ensures all incidents which are logged, are accurately registered and categorized
Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
Be expected to take ownership and resolve or further escalate escalated incidents
Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident
Ensures relevant actions have been logged to enable tracking
Monitors the performance of the team and identifies any training/ coaching intervention required

Fulltime

Team Lead, Managed Services Client Service Desk

The Team Lead, Managed Services Client Service Desk at NTT DATA is an entry-leve...

Location

United States of America

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Some understanding of the vast range of IT operations and company service offerings
Displays good levels of client engagement and service orientation
Demonstrates operational team management skills and ability to effectively manage the resources that report to them
Good collaboration skills and ability to interact professionally
Some understanding of project management principles
Bachelor's degree or equivalent in information technology or related field
Relevant technical certifications preferred
ITIL v4 specialist certification and knowledge is required
Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment
Entry level team management/leadership experience

Job Responsibility

Responsible for managing a team of junior service desk agents and/or administrators
Ensures resource allocation, attendance, effective achievement of KPI's and planning activities
Contributes to the process of managing tickets or calls logged at the service desk
Ensures all incidents which are logged, are accurately registered and categorized
Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
Be expected to take ownership and resolve or further escalate escalated incidents
Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident
Ensures relevant actions have been logged to enable tracking
Monitors the performance of the team and identifies any training/coaching intervention required

Fulltime

Team Lead, Managed Services Client Service Desk

The Team Lead for Managed Services Client Service Desk is an entry-level positio...

Location

India , Karnātaka

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Bachelor's degree or equivalent in information technology or related field
Relevant technical certifications preferred
ITIL v4 specialist certification and knowledge is required
Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment
Entry level team management/leadership experience
Demonstrable experience leading a team of service desk agents preferably within a global technology organization

Job Responsibility

Responsible for managing a team of junior service desk agents and / or administrators
Ensures resource allocation, attendance, effective achievement of KPI’s and planning activities
Contributes to the process of managing tickets or calls logged at the service desk
Ensures all incidents which are logged, are accurately registered and categorized
Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
Be expected to take ownership and resolve or further escalate escalated incidents
Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident
Ensures relevant actions have been logged to enable tracking
Monitors the performance of the team and identifies any training/ coaching intervention required

Fulltime

Service Desk Team Leader

We are looking for an experienced Technology Service Desk Team Lead to join the ...

Location

Australia

Salary:

Not provided

Merivale

Expiration Date

Until further notice

Requirements

5+ years’ experience across IT Service Desk, end-user support or IT service operations
Previous experience leading, supervising or mentoring a Service Desk or end-user support team
Strong working knowledge of ITIL practices, particularly Incident, Request, Problem, Change and Knowledge Management
Hands-on experience using ITSM platforms, ticket workflows, queue management, SLA reporting and service metrics
Strong customer service mindset with excellent written and verbal communication skills
Experience coordinating escalations, major incidents and cross-team service restoration activities
Strong understanding of Microsoft workplace technologies, identity and access support, endpoint support and common business applications
Experience preparing rosters or coordinating after-hours and on-call support arrangements
Strong analytical skills, with the ability to identify trends, risks and improvement opportunities from service data

Job Responsibility

Lead daily Service Desk operations, coordinating workloads, priorities and service delivery across incidents, requests, access requests and escalations
Manage ITSM ticket disciplines including triage, categorisation, prioritisation, assignment, escalation, backlog control and closure quality
Drive ITIL-aligned practices across Incident, Request, Problem, Change, Knowledge and Major Incident Management
Act as the key operational escalation point for complex or high-impact service issues, working closely with field support, infrastructure, cyber security, applications teams and third-party vendors
Support Major Incident management through clear communication, stakeholder updates, technical coordination and post-incident review actions
Develop and maintain knowledge articles, SOPs and support documentation to improve consistency, resolution speed and self-service capability
Coach, mentor and develop the Service Desk team through structured feedback, quality reviews, training plans and day-to-day support
Coordinate team rosters, leave planning, on-call coverage and out-of-hours support aligned to venue trading hours and business-critical periods
Identify opportunities to use automation, AI-enabled tools and ITSM improvements to reduce manual effort and enhance the customer experience

What we offer

25% staff discount across 90+ Merivale venues
Exclusive monthly perks, staff-only rewards and events
Merivale Staff Cellar – access to premium wines at staff pricing
Unlimited career growth with endless development opportunities
Merivale Academy – online and in-person training, including Leadership & Performance, First Aid, Food Safety and more
Professional accreditation support – including Leadership qualifications
Employee Assistance Program – confidential wellbeing and mental health support, provided by Sonder
Employee Referral Program – earn rewards for bringing great people on board

Fulltime

IT Service Desk Analyst

Reporting to the European IT Service Desk Manager, this position will contribute...

Location

Guernsey , Guernsey

Salary:

Not provided

Ogier

Expiration Date

Until further notice

Requirements

A minimum of 2 years' experience in a similar role
Experience and understanding of Microsoft Office 365, Windows 11 and iOS Operating Systems
Proficient with or able to quickly learn to use a broad array of networking systems hardware/software
Self-motivated and able to work in a fast-paced environment with the ability to think and act independently
Ability to maintain a high standard of customer service within a busy Service Desk environment
Detailed analytical and problem-solving skills, with an interest in technology
Confident collaboration, communication, and interpersonal skills
Strong organisational skills with the ability to multi-task, manage time effectively, and handle tight deadlines with priorities
Commitment to on-going professional study and examinations is essential to succeed in this role
Examples of previous IT projects undertaken or personal study on-going would also be a good support to the application

Job Responsibility

Operate as a point of contact for all support or service calls on a daily or weekly basis
Providing great customer service, willing to assist with any IT related issues at a jurisdictional level
Initial escalation path for any jurisdictional IT tickets, supporting the team with technical knowledge and experience
Take ownership of logged Incidents and Service requests, tracking the progress and follow-up with the user to ensure they are satisfied with the resolution
Providing hands-on technical support on behalf of the IT Group Infrastructure and Business Systems teams
Ensure that the IT Service Desk Managers are notified of any on-going faults and training related support calls across all jurisdictions
Complete daily operations tasks and manage all calls in accordance with the Service Desk processes and procedures
Provide support and set up for presentations, video conferencing and telephone conferencing both on and off site
Record IT Asset usage, ensuring all weekly Stock Take reports are updated and any items to order are flagged to Service Desk Manager
Confidently raise and peer review Changes, as per the Change Enablement Policy

Fulltime

Self Service Lead - Client Services

We are seeking a dynamic Client Services Lead to spearhead our Self-Serve busine...

Location

United Kingdom , London

Salary:

Not provided

Blis

Expiration Date

Until further notice

Requirements

5+ years of experience in programmatic advertising, preferably in a client-facing DSP environment (e.g., The Trade Desk, StackAdapt, Xandr)
Proven track record of supporting or managing self-serve clients and growing programmatic revenue
Strong working knowledge of DSP campaign setup, pacing, targeting, reporting, and troubleshooting
Demonstrated leadership ability — either in team management or project ownership
Highly analytical with the ability to interpret performance data and recommend strategic actions
Excellent communication skills with the ability to simplify the complex and educate clients at all levels
Detail-oriented, solutions-driven, and thrives in a fast-moving environment
Comfortable engaging with both hands-on practitioners and senior-level stakeholders

Job Responsibility

Lead the Client Services function for Self-Service, acting as the go-to expert on our DSP for internal teams and clients
Manage and coach a team of 2 direct reports, ensuring excellence in client support, campaign troubleshooting, and account growth
Plan Strategic initiatives to achieve Self Serve business goals, complementing the wider UK strategy
Own relationships with high-priority self-serve clients, including enterprise agencies and direct clients
Provide consultative onboarding, enablement, and advanced training to empower clients to succeed on our platform
Monitor campaign performance directly within Blis DSP and offer proactive insights and optimisation guidance
Partner with Sales, Product, Ops, and Insights teams to ensure smooth activation, measurement, and delivery
Champion the voice of the client within the organisation, identifying friction points and collaborating with Product to resolve
Lead Quarterly Business Reviews (QBRs), post-campaign analysis (PCAs), and strategic planning sessions with clients
Identify account expansion opportunities through deeper platform adoption, new feature usage, or cross-channel strategy support

New

IT Manager/Director

We are looking for an experienced IT operations leader to oversee enterprise sup...

Location

United States , Jacksonville

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business, or comparable relevant experience
At least 5 years of experience leading IT support, service desk, operations, or IT service management teams
Background managing frontline technical support within complex enterprise environments
Demonstrated success improving support models through automation, self-service, or broader service transformation initiatives
Solid understanding of incident management, problem management, and day-to-day IT service operations
Experience working with ServiceNow or a comparable IT service management platform
Familiarity with AI-enabled support tools, knowledge management practices, and digital support channels
Strong leadership, analytical, communication, coaching, and problem-solving skills, with the ability to guide teams through change while sustaining service quality

Job Responsibility

Direct daily service desk activities to deliver timely, dependable support for a large employee population across core technologies and business applications
Lead, mentor, and develop supervisors and support staff through coaching, performance feedback, staffing alignment, and career growth planning
Manage incident response, escalation handling, and service recovery efforts to maintain stable operations and minimize business disruption
Evaluate service metrics and user feedback to identify gaps, improve responsiveness, and elevate the overall support experience
Expand support capabilities by introducing automation, AI-assisted tools, and self-service options that increase efficiency and reduce avoidable contacts
Promote effective use of platforms such as ServiceNow and Moveworks to streamline issue resolution and improve user access to support resources
Analyze recurring technical issues and partner with engineering, infrastructure, security, product, and other teams to address root causes and strengthen system reliability
Build team expertise in advanced troubleshooting, proactive support practices, problem management, and knowledge sharing
Support major incidents, change coordination, operational readiness activities, and clear communication during high-impact service events
Contribute to governance, reporting, and strategic planning efforts that align support operations with broader business priorities

What we offer

medical
vision
dental
life and disability insurance
401(k) plan

Select Country

Service Desk Enablement Lead

Job Description

Job Responsibility

Requirements

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