Global Service Desk Lead – ITIL & Incident Excellence

LRQA

Birmingham

On-site

GBP 70,000 - 95,000

Full time

2 days ago

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Job summary

LRQA is seeking a senior Service Desk Lead to steer the global Service Desk function, ensuring high-quality IT support for LRQA employees worldwide. You will line manage 3 Team Leads and 6 Analysts, drive continuous improvement, and act as a key escalation point for major incidents to minimize business disruption.

Ideal candidates will have 5+ years of leadership in IT service delivery, ITIL v4 expertise, and strong stakeholder management.

Qualifications

5+ years of experience in a similar role managing a global or regional Service Desk function.
Strong leadership experience, including managing teams with multiple reporting lines.
Background in IT service delivery within a medium to large enterprise environment.

Responsibilities

Oversee the daily operations of the global Service Desk and ensure consistent delivery of support services.
Line manage 3 Service Desk Team Leads and 6 Service Desk Analysts; support their development.
Conduct regular performance reviews and provide mentoring and development opportunities.
Monitor KPIs and SLAs to ensure targets are met or exceeded; drive service improvements.
Act as escalation point for major incidents; collaborate with ITSM team for incident and requests.
Collaborate with IT functions to identify root causes and prevent recurrence.
Provide regular reporting on service desk performance and contribute to monthly service reviews.