IT Service Desk Lead: Advanced Incident & Problem Mgmt

Ardent Credit Services Ltd; Salford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services provider in Salford is seeking a Service Support Specialist II. This fully office-based role involves leading incident resolution, managing service disruptions, and driving continuous improvement within the Service Desk operation. Candidates should have 2-4 years of IT support experience and a strong grasp of IT service management processes. The position offers a range of benefits, including healthcare schemes and a company pension plan.

Benefits

Secure reserved car parking space

31 days holidays per year including 8 bank holidays

Healthcare Scheme

Company pension plan

Life Assurance

Salary Sacrifice Schemes

Various discounts and other incentives

Qualifications

• 2-4 years of IT support experience, with service desk/desktop support.
• Strong understanding of IT Service Management processes.
• Training, academic coursework on computer hardware and networks is desired.

Responsibilities

• Lead incident coordination for major service disruptions.
• Own and resolve Tier 3 incidents.
• Manage and tune proactive monitoring alerts.
• Lead Problem Management efforts.

Skills

Incident management

Communication skills

PowerShell scripting

Basic networking

Server infrastructure

IT Service Management (ITSM) processes

Education

High School Diploma/GED

Associate degree in IT/related field

Tools

Virtualization software (e.g., Citrix)

Job description

A leading financial services provider in Salford is seeking a Service Support Specialist II. This fully office-based role involves leading incident resolution, managing service disruptions, and driving continuous improvement within the Service Desk operation. Candidates should have 2-4 years of IT support experience and a strong grasp of IT service management processes. The position offers a range of benefits, including healthcare schemes and a company pension plan.