Service Desk Lead

**Our purpose** is

To _change people’s lives for the better through wellness_. We are passionate about supporting people to lead healthy fulfilled lives by providing a space where they can focus on their physical, mental and social well-being.
Our mission is to create an environment where wellness works for everyone. At Virgin Active wellness is not just about fitness
- it’s about creating real experiences that support members in their holistic health journey.
We provide a luxury wellness environment that fosters personal growth, community, and transformation. Our approach is accessible, inclusive, and built on the foundation of social wellness. We operate as a full-time onsite function - because we believe the best ideas come to life when we’re collaborating in person, sharing thoughts, and building together.

Our wellness offering is built on core pillars which define who we are and how we deliver on our promise:

- _
Refreshing Real Experiences_: Authentic, engaging experiences that inspire lasting wellness.
- _ Holistic Wellness_: A comprehensive approach integrating fitness, mental health, nutrition, and recovery.
- _ Curated Guidance and Progress_: Personalized coaching and programs to support sustainable progress.
- _ Communities Without Conformity_: Diverse, welcoming environments where everyone feels empowered.

**Your Purpose...**
- Join Virgin Active as a Service Desk Lead where you will be leading the linchpin of our IT operations, embodying the principles of ITIL to manage incidents and problems efficiently To deliver a responsive and effective IT technical support service supporting our Virgin Active clubs and support functions.
- To provide excellent customer service, communicate effectively with our club teams and support functions
- To play a crucial role in ensuring the smooth operation of Virgin Active’s IT Service Delivery
- To be a great line manager and leader, supporting and developing your team in their roles and skills, encouraging them to be their best.

**Your Duties and Responsibilities...**:

- Team Leadership and Management_
- Provide day-to-day leadership, guidance, and support to a team of Service Desk analysts
- Monitor team performance, provide constructive feedback, and conduct regular 1:1 meeting
- Foster a positive, collaborative, and results-oriented team environment
- Assist with recruitment, onboarding, and training of new team members
- Manage team schedules and ensure adequate coverage during operational hours
- Identify training needs and facilitate professional development opportunities for team members
- Service Delivery Excellence_
- Ensure the team adheres to established Service Level Agreements (SLAs) and operational procedures
- Monitor and analyse key performance indicators (KPIs) to identify trends and areas for improvement
- Act as an escalation point for complex technical issues and customer complaints
- Contribute to the development and maintenance of knowledge base articles and troubleshooting guides
- Participate in problem management activities to identify root causes and implement preventative measures
- Ensure accurate logging and categorization of all incidents and service requests
- Process Improvement and Collaboration_
- Identify opportunities to streamline Service Desk processes and improve efficiency
- Collaborate with other IT teams to ensure seamless service delivery and effective communication
- Contribute to the development and implementation of IT policies and procedures
- Reporting and Communication_
- Review and take action on regular reports about Service Desk performance, including key metrics and trends.
- Communicate effectively with users, stakeholders, and other IT teams regarding service status and updates

**We can’t live without(Minimum Requirements)**
- Proven experience in a similar IT support or service desk role, with at least 2 years in a supervisory or team leader capacity
- Excellent troubleshooting and problem-solving skills
- Exceptional customer service and communication skills (both written and verbal)
- Experience working with IT Service Management (ITSM) tools (e.g. Fresh Service, ServiceNow, Jira Service Management)
- A good understanding of ITIL principles and best practices
- Ability to work effectively under pressure and manage multiple priorities
- Strong organizational and time management skills
- Must be able to work after hours, weekends, and public holidays based on business need

**We’d like you to have(Attributes)**
- Adaptability (must be able to adapt to a fast paced, changing environment)
- Be curious (must be willing to succeed, seek opportunities to learn and grow)
- Have a winning mentality (must be willing to go over and above to achieve success)
- Must be motivated to achieve success.
- A commitment to making a difference in people’s lives.
- A Growth mindset
- The ability to work independently.
- Trustworthiness (must always act in doing the right thing)
- A drive to create moments of magic for