IT Service Desk Lead

This IT Service Desk Lead opportunity is built around act as the escalation point for complex incidents and service requests, ensuring timely resolution in accordance with agreed SLAs. It would suit someone who can bring proactive, self-motivated, and driven to continuously improve to the role.

What the work leans on

Training and Support: Provide training and support to operational teams to ensure they optimize service delivery according to best practice guidance. Strong technical background with proficiency in common enterprise technologies (Microsoft 365, Azure/AWS, network troubleshooting, databases, application support).

Technical work involved

• Act as the escalation point for complex incidents and service requests, ensuring timely resolution in accordance with agreed SLAs.
• Drive resolution of recurring problems.
• Monitoring service delivery performance, proactively identifying potential disruptions and coordinating corrective actions.

Technical skills and experience

• Ability to prioritise workload effectively under pressure.
• Proven experience as a Service Analyst, Senior Service Analyst, or equivalent role within an enterprise-level service management or IT support environment.
• Comprehensive understanding of ITIL practices, particularly Incident, Problem, Change, and Service Level Management.

What helps in this technical setting

Proactive, self-motivated, and driven to continuously improve.

Practical details

• The IT Service Desk Lead is responsible for the effective operation of the Service Desk in line with the strategic direction of the IT Support function.
• Support teams, the role coordinates people, processes, and resources to deliver reliable day-to-day service while driving continuous improvement and user satisfaction.
• Opportunity to work in a dynamic, fast-growing technology organisation.
• Competitive remuneration package, including attractive benefits and flexible working.