About Us: We are a prominent security solutions provider, committed to delivering exceptional service and ensuring the safety and security of our clients. As we continue to grow, we are seeking a dedicated and experienced Security Service Desk Advisor/Manager to lead our service desk team and ensure the highest standards of customer service and security operations.
Job Description:
Key Responsibilities:
- Manage and oversee the daily operations of the security service desk, ensuring timely and effective resolution of security incidents and requests.
- Provide leadership, guidance, and support to the service desk team, fostering a positive and productive work environment.
- Monitor and evaluate service desk performance, implementing improvements and ensuring compliance with company policies and procedures.
- Handle escalated security incidents and coordinate with relevant departments for prompt resolution.
- Develop and maintain service desk documentation, including procedures, policies, and training materials.
- Ensure accurate and timely reporting of security incidents and service desk activities.
- Collaborate with clients to understand their security needs and provide tailored solutions and support.
- Stay updated on the latest security technologies and best practices to continuously improve service desk operations.
Requirements:
- Proven experience in a service desk role, with a strong understanding of operations and Engineer management.
- Excellent leadership and team management skills, with the ability to motivate and develop team members.
- Strong problem-solving and decision-making abilities, with a proactive and customer-focused approach.
- Exceptional communication skills, both written and verbal, with the ability to interact effectively with clients and internal stakeholders.
- Proficiency in using service desk software and other relevant tools.
- Strong organisational skills and attention to detail.
- Ability to work under pressure and manage multiple tasks simultaneously.
Benefits:
- Comprehensive training and development opportunities.
- Pension scheme.
- Holiday plus bank holidays.
- A supportive and dynamic working environment with opportunities for career progression.