Global Service Desk Leader | ITIL Expert & Team Builder

Nettitude Group; Birmingham; On-site; GBP 60,000 - 90,000; Full time

Job summary

LRQA seeks a senior Service Desk leader to drive global support excellence. You will manage a team of leads and analysts, act as a key escalation point for critical IT issues, and continuously improve service delivery in alignment with ITIL principles.

Responsibilities include KPIs oversight, stakeholder collaboration, and driving cross-functional initiatives to enhance user satisfaction. This role emphasizes leadership across time zones and strong communication across technical and

Qualifications

• Oversee a global Service Desk function.
• Lead and develop 3 Team Leads and 6 Analysts.
• Act as escalation point for major incidents.
• Drive ITIL-based service delivery improvements.
• Foster a customer-centric culture and team learning.
• Provide regular performance and service level insights to stakeholders.

Responsibilities

• Lead the global Service Desk operations ensuring high-quality IT support.
• Line manage Team Leads and Analysts; conduct performance reviews.
• Act as escalation point for major incidents; coordinate resolutions.
• Improve processes and tools to meet KPIs and SLAs.
• Collaborate with IT teams to prevent recurrence of issues.
• Deliver regular service reports and stakeholder updates.

Skills

Team leadership

ITIL familiarity

Stakeholder management

Incident management

ITSM tools

WindowsADNetworking

DevOps awareness

Customer focus

Service delivery

Education

ITIL Certification (ITIL 4)

Bachelor's degree in IT or related

Tools

Halo ITSM

Microsoft 365

Job description

LRQA seeks a senior Service Desk leader to drive global support excellence. You will manage a team of leads and analysts, act as a key escalation point for critical IT issues, and continuously improve service delivery in alignment with ITIL principles.

Responsibilities include KPIs oversight, stakeholder collaboration, and driving cross-functional initiatives to enhance user satisfaction. This role emphasizes leadership across time zones and strong communication across technical and