Menzies Aviation – IT Service Desk Technical Lead

Salary – commensurate with skills and experience
Location – Edinburgh – HQ
Region – Scotland
Function – Corporate Services
Vacancy Type – Full-Time Permanent
Hours Per Week – 37.8

Overview
An exciting opportunity to join a global Service Desk team. The role holder will be responsible for driving the team performance, end to end management of KPI’s & SLA’s including analysis of adherence reporting. IT Service Desk Technical Lead will be responsible for the day to day management of the main desk function.

Main accountabilities include:
End to end management of KPI’s and SLA’s
Ensuring knowledge is documented and updated
Upskilling/training plans for Service Desk analysts
Problem solving and analysis of data
Day to day management of a main desk function
Identifying and creating improvement plans
Resolving technically challenging tickets

Qualifications/Skills and Experience:
Worked in a targeted environment
ITIL Foundations qualified
Understands end to end Service Management
Problem solving abilities
Team player
Worked in a Service Desk environment in a main desk function
Managed team performance
Senior analyst technical ability
Broad understanding of Service Desk measurement and the ability to translate into an action plan and analyst target