Service Desk Shift Lead

M&G plc

Not specified (assumed to be hybrid or onsite based on company culture).
Service desk operations
Incident and service request resolution
Escalation management
M&G plc is seeking a Service Desk Shift Lead to manage their Service Desk team, ensuring efficient operations, escalation management, and continuous service improvement. The ideal candidate will have a strong background in team leadership, service desk operations, and stakeholder management, with a focus on compliance and performance reporting

Job Summary

  • Lead the Service Desk Agents, providing guidance, support, and performance feedback to ensure the team is adequately trained and equipped.
  • Oversee the day-to-day operations of the Service Desk, ensuring timely resolution of incidents and service requests while monitoring call logging and tracking processes.
  • Contribute to a Service Continuity Plan, ensuring the Service Desk can continue to operate without disrupting production services and support compliance audits.

Matching Summary

Match Score: 85

M&G plc is seeking a Service Desk Shift Lead to manage their Service Desk team, ensuring efficient operations, escalation management, and continuous service improvement. The ideal candidate will have a strong background in team leadership, service desk operations, and stakeholder management, with a focus on compliance and performance reporting.

Skills & Requirements

Must-have

  • Service Desk Operations
  • Incident and Service Request Resolution
  • Escalation Management
  • Service Level Management
  • Stakeholder Communication

Nice-to-have

  • Continuous Service Improvement Culture
  • Knowledge Base Management
  • Service Continuity Planning
  • Secure Asset Handling

Key Requirements

  • Team Management Experience
  • Service Desk Operations Experience
  • SLA Compliance Monitoring
  • Reporting on Technology Performance

Work Rights

Not specified

Tailored Resume

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