We are a technology business operating in the global energy sector.

ENSEK have become the go-to option for top energy suppliers across the globe. Why? Because our technology is a significant step change away from the legacy systems that have historically dominated the market. It’s also massively cheaper to adopt the ENSEK solution, with no loss in customer service or standards.

But by far the biggest reason why ENSEK is the best choice in energy supplier software, is because of the people who work here and their endless enthusiasm, energy, and the way they support their colleagues. All our clients comment on what great people we have. Our people are our superpower.

That is where you come in.

In this role you are responsible for leading all aspects of the Service Desk from the perspective of First Line Support. You will be responsible for managing multiple employee’s performance and progression, organising your resource against requirements whilst maintaining all SLAs. You will actively seek out efficiencies and improvements to processes, challenging the status quo.

1. Day to day management of First Line FTE, ensuring enough resource is available to cover inbound ticket demand; taking responsibility for ensuring all inbound tickets are responded to, resolved or triaged to the relevant business area within contractual SLAs.
2. Ensure quality of client experience is maintained throughout the ticket journey across all First Line FTE, engaging in stakeholder meetings and reporting activity where applicable.
3. Direct line management of ~10 First Line FTE, supporting their performance, personal development, and growth within the company.
4. Work with the Head of Service Desk on change plan projects, support with continual improvement and driving efficiencies in your team through process improvement.
5. Engage with the Incident Manager on any inbound Incidents (P1/P2) to allocate resource, supporting the relevant first line analyst involved in the bridge where necessary.
6. To add value to the experience of our clients, colleagues and other relevant stakeholders through practicing and promoting the ENSEK values.

1. Relevant experience in a similar IT Support and/or Energy Industry Management position
2. Foundation level knowledge of ITIL, Service Desk processes, frameworks and tools (ITIL V3 or V4 certification desired but not essential)
3. Experience utilising IT ticketing systems or similar tools (e.g. ServiceNow, ZenDesk)
4. Intermediate level of SQL knowledge and ability.
5. Demonstrable Line Manager experience including performance management, wellbeing, and Personal Development.
6. Ability to engage with internal and external stakeholders through written and verbal communication with appropriate level of technical/non-technical language.
7. Experience analysing and reporting data, offering insights where applicable.
8. Effective time management skills, with the ability to prioritise workload across multiple workstreams and resources on an intra-day basis, ensuring escalations are suitably dealt with.

Why work here

You will be able to work at a location to suit you, be it home, office or elsewhere

You will never be bored. Its fast moving and varied.

You will like and enjoy the people you work with, and we are certain you’ll notice that when you first meet us.

You will be stretched and grow your skill set in a learning and development culture.

You don’t need a work persona. We have a broad, diverse culture and you can just come as yourself

You will be given autonomy and we expect and hope that you’ll take it and run with it.

You’ll be able to easily navigate our simple, flat organisational structures with bureaucracy kept to the minimum.