Operational Excellence Lead
Job Description:
This role offers the opportunity to lead a high-performing team of Service Desk analysts and technicians, ensuring timely resolution of customer issues and smooth project handovers. You will be instrumental in driving continuous improvement, implementing ITIL-aligned processes, and enhancing customer satisfaction.
Key Responsibilities:
* Mentor your team, conduct performance reviews, and build structured learning pathways in networking, security, and server management.
* Oversee ticket triage and resolution, optimise workflows, and maintain a central knowledge base.
* Coordinate with project teams for smooth transitions, resource allocation, and feedback loops.
* Act as an escalation point, monitor feedback, and contribute to strategic client planning.
* Ensure effective use of AutoTask, generate performance reports, and support system integration.
* Enforce best practices, manage third-party access, and support incident response planning.
Required Skills and Qualifications:
* Proven experience in IT support or Service Desk leadership.
* Strong grasp of ITIL and service management frameworks.
* Excellent communication and coaching skills.
* Technical proficiency in networking, security, and server environments.
* Experience with service desk tools and automation platforms.
* Analytical mindset and a passion for operational excellence.
Benefits:
* Be part of a growing, forward-thinking MSP.
* Lead a team that values learning and collaboration.
* Influence strategic decisions and shape service delivery.
* Enjoy a supportive culture with leadership development opportunities.