Global IT Service Desk Lead — Finance Tech & Operations

Techfellow Limited

Greater London

On-site

GBP 158,000 - 193,000

Full time

32 hours ago

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Job summary

Techfellow Limited, an established investment firm, seeks an IT Service Desk Manager to oversee its London-based global support function. This hands-on leadership role combines technical excellence with people management to deliver reliable IT services across major financial centres.

You will drive daily service delivery, coach engineers and apprentices, govern escalation procedures, and push improvements to ticketing, SLAs and knowledge management while staying hands-on with Windows, M365, AD,

Qualifications

7+ years of professional IT support experience.
Experience coaching and developing junior engineers and apprentices.
Strong incident management with ticket prioritisation and SLA oversight.
Hands-on troubleshooting of complex L2 issues and L3 escalations.
Solid knowledge of Windows 10/11, M365, AD, Entra ID, and Azure.
Familiarity with Intune and Jamf for endpoint management.

Responsibilities

Lead an expanding team of support engineers and apprentices.
Oversee daily service operations, ticket prioritisation, escalation, and SLA performance.
Remain hands-on to resolve L2 issues and assist L3 escalations.
Coordinate international support across London, New York, Abu Dhabi and Singapore.
Improve ITSM workflows and documentation using ServiceNow, Jira or equivalent.
Analyze service performance to drive measurable improvements.