Service Desk Lead

The Service Desk Lead is accountable for the day-to-day delivery of the Service Desk and onsite support services provided to an assigned customer. Acting as both a hands-on service lead and the senior escalation point, the role is responsible for ensuring that customer issues are resolved efficiently, communication is proactive and clear, and service quality consistently meets or exceeds agreed standards. You will be the operational owner of the service, you will develop a detailed understanding of the customer environment, user community, support trends and operational risks, ensuring that the service remains responsive to customer needs and delivers a consistently positive support experience.

You will report to the Service Account Manager and leading a team of Service Desk Analysts, Site Engineers and the wider support ecosystem, the role combines people leadership, technical credibility and operational control. Customer experience sits at the centre of the role. 

£30,000 - £40,000 per year (depending on skills, experience and certifications)

• Lead the dedicated customer Service Desk team, setting priorities and allocating work.
• Ensure all incidents, requests and access requests are logged, categorised, prioritised, progressed and communicated accurately in ServiceNow.
• Maintain end-to-end ticket ownership and user communication through resolution, including disciplined handoffs to the customer teams, third parties and other resolver groups.
• Monitor queues, ageing, breaches, reopen rates, contact demand and first-contact resolution, intervening before performance or user experience deteriorates.
• Lead major incident coordination for the service, establishing control, stakeholder communications, chronology, actions and shift handovers.
• Actively develop knowledge, standard operating procedures, FAQs and “shift left” opportunities, improving consistency and resolution at the most efficient level.
• Coach analysts through quality reviews, call and ticket observation, feedback, training and customer specific accreditation.
• Coordinate Site Engineers and the shared technical SME bench, ensuring onsite activity and escalations remain visible and auditable.
• Maintain readiness for out-of-hours, occurrences of severe weather, surge and emergency support through the wider onshore 24x7 operation.

• Experience leading a Service Desk or multi-channel technical support team in an MSP or enterprise environment.
• Strong working knowledge of incident, request, access, knowledge and major incident practices.
• Confident use of ITSM tooling, preferably ServiceNow, including queues, workflow, reporting and data quality.
• Proven ability to coach analysts, improve quality and create an accountable customer service culture.
• Ability to coordinate technical teams and suppliers while maintaining clear user ownership.
• Strong written and verbal communication, including customer and major incident updates.
• Demonstrable experience acting as a senior technical escalation point within a Service Desk, EUC or managed services environment.
• Broad technical understanding of Microsoft 365, Windows endpoints, endpoint management, identity, client applications and workplace connectivity.
• Ability to direct technical investigations, assess evidence, challenge assumptions and coordinate engineers and 3rd party specialists during service restoration.
• Some travel to client sites will be required.

• Experience supporting VIPs, regulated customers or operationally critical environments.
• Experience of 24x7, on-call or emergency support models.
• ITIL certification and experience of knowledge centred service or “shift left” programmes.

• Acts with clear ownership and follows issues through to an agreed outcome.
• Communicates directly, calmly and credibly with customers, colleagues and suppliers.
• Uses evidence and service data to prioritise activity and recommend improvements.
• Builds a collaborative, inclusive culture in which knowledge is shared and problems are solved together.
• Balances pace with control, maintaining accurate records and auditable decisions.

We’re experts in solving complex business problems through intelligent and secure IT implementation that protects and transforms organisations, helping them to grow. We embrace innovation and drive change, bringing new ideas, new technologies and new ways of thinking as a trusted IT partner.

With 26 years of experience, we partner with companies across the public and private sector to deliver data centre, cyber security, cloud, data and analytics, network services and managed services solutions. Our highly accredited and experienced engineering teams combined with our strategic relationships with partners such as Microsoft and Cisco, mean that our customers trust us to simplify the complexity of IT and deliver benefits that make them more agile, competitive and resilient. Our vision is a world in which technology makes lives easier, society fairer and our planet greener.

As soon as you are employed, you can access these benefits:

• 27 days annual leave
• Your birthday off work
• Annual pay reviews
• Perkbox membership
• On-Line GP and Physiotherapy Service for you and your family
• Enhanced sick pay benefit (4 months full pay)
• Enhanced maternity leave benefit (4 months full pay)
• Enhanced paternity leave benefit (2 weeks full pay)
• Salary Sacrifice pension scheme match funded up to 7%
• Fully funded training and certification path
• Fresh fruit, soft drinks and a commercial coffee machine

Following probation, you can access these benefits too:

• Hybrid Working (3 days in the office, 2 days at home)
• Cycle to Work Scheme
• Curry’s and IKEA voucher Scheme
• Electric Car Lease Scheme
• Costco card