IT Service Desk Lead

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Purpose of Role

To lead a team of End User Support Analyst’s deliver technology services to a department of 240 seats. You will be responsible for all IT strategy, development, execution and management activities, supporting secure digital innovation & capabilities both internally and externally.

Services you will support include incident capture and resolution; performance monitoring, tuning and actioning; break-fix resolution; support of operational audits and certifications; and other operational administrative functions such as equipment, circuit ordering and associated activities
Key to the success of this role will be a focus on excellent service to end users and knowledge and understanding of effective communication and how this positively impacts outcomes. You will act as a mentor to your direct reports and support their growth and development.

Contract – Permanent
Hours – 37.5 hours a week, shifts cover 8am -8pm, Monday to Sunday.
Salary - £30,000 - £35,000 (Depending on experience)

Main Accountabilities

- Manages and mentors a team of end-user support analysts
- Provide onsite end-user support
- Installs applications
- Manages hardware/software installation and troubleshooting
- Participates in ticket queue management
- Provides onsite smart hand support to other technical towers as needed
- Installs and configures new hardware
- Manages site level inventory
- Manages ticket queue for local support request
- Analyses possible solutions using standard procedures.
- Escalates system outages or problems that are impacting production
- Leads local onsite desktop support members
- Validates that tickets are being assigned and worked in appropriate timeframes
- Understands key business drivers; uses this understanding to accomplish own work.
- Explains complex information to others in straightforward situations.

Job Dimensions

- Relevant expertise in a professional and technical area
- Demonstratable experience managing a technical team
- Delivers again KPI’s and quality targets
- Coaches and develops teams’ knowledge and skills
- Aims for continuous improvement of department
- Leveraging relationships by interfacing with and influencing key stakeholders.
- Utilising analytical ability to solve problems and make recommendations.
- Contributing to and manging projects
- Performing technically based activities
- Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form. You may also click here to access Conduent’s ADAAA Accommodation Policy.

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.