Senior Service Desk Lead — 24/7 ITIL & Ops Excellence

GMCA seeks a Senior Service Desk Team Leader to provide operational leadership for the GMFRS/GMCA ICT Service Desk, reporting to the Head of Digital Services. You will oversee first-line and selected second-line support, ensuring high performance and a customer-focused service.

You will drive workforce planning for a 24/7 environment, monitor SLAs/KPIs, coach staff, manage incidents and contribute to digital transformation and ICT improvement programmes.

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