Information Technology Service Desk Team Lead

TR, part of the Trifast plc group; Walsall; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading company in the fasteners industry seeks a Global Service Desk Lead to optimize IT service desk operations internationally. The role involves managing teams, ensuring service delivery compliance, and driving process efficiencies in a dynamic environment, aiming for high performance across diverse regions.

Qualifications

• Proven experience managing teams across regions.
• Elevated level of technical knowledge in IT systems.
• Strong analytical skills for data-driven decisions.

Responsibilities

• Oversee global service desk operations for high-quality support.
• Manage and develop a team of service desk professionals.
• Implement industry-standard processes and frameworks.

Skills

Leadership

Multilingual proficiency

Analytical skills

Education

Experience with ITIL principles

Tools

ITSM tools

Job description

Information Technology Service Desk Team Lead

Information Technology Service Desk Team Lead

At TR, part of Trifast plc, we are more than fasteners—we are the trusted partner behind some of the world’s most advanced industries. As a global leader in the design, engineering, manufacture, and supply of fastenings and Category ‘C’ components, we deliver smart, efficient solutions that enhance performance across major assembly operations.

From Automotive to Smart Infrastructure and Medical Equipment, our focus on engineering excellence and streamlined supply keeps us at the forefront of progress.

We are looking for a driven and dynamic Global Service Desk Lead to contribute to our continued success on a global scale.

The Role

The Global Service Desk Lead is responsible for overseeing and optimizing IT service desk operations across multiple regions to ensure seamless, high-quality support for a global user base.

This role involves managing a globally distributed team, standardizing processes to align with global business needs, and driving service excellence through continuous improvement, innovation, and collaboration.

Key Tasks

• Global Service Desk Operations

Leading the day-to-day operations of a global service desk, delivering 24/5 support across multiple time zones. Ensuring consistent service delivery across regions, meeting, or exceeding SLAs and KPIs.

• Leadership and Team Development

Recruit, develop and mentor a diverse team of service desk professionals across multiple geographies.

• Improvement and Standardization

Analyse service performance data to identify trends and areas for improvement. Implement industry-standard frameworks, such as ITIL, while accommodating regional nuances and compliance requirements.

• Incident and Problem Management

Serve as the escalation point for high-impact incidents. Lead root cause analyses to address recurring issues and prevent future disruptions. Collaborating with IT teams globally to develop proactive strategies for incident prevention.

• Stakeholder Engagement and Communication

Function as a key liaison between the service desk and global/regional business stakeholders, aligning IT support with organizational goals.

• Technology and Tools Management

Oversee the configuration and optimization of ITSM tools to support global operations effectively.

• Vendor and Contract Management

Manage relationships with regional and global IT service providers, ensuring consistent and reliable service delivery. Ensuring compliance with contracts, local regulations, and global service agreements.

Coordinate procurement activities to align software, hardware, and services with service desk needs.

• Compliance and Security

Ensure service desk operations comply with global and regional data protection laws and cybersecurity standards. Support global security audits and promote best practices in IT security.

The Candidate

We are seeking an individual with proven experience managing teams across regions, time zones and cultures. This role will require the successful candidate to be culturally aware, multilingual proficiency is desirable.

An elevated level of technical knowledge of IT systems and service desk tools in a global context is essential.

Along with exceptional ability to engage with stakeholders at all levels of the business.

Knowledge of process excellence and a familiarity with ITIL principles and their application in multinational settings, alongside the ability to navigate dynamic environments whilst addressing unique regional challenges will be required in this role.

The candidate must be committed to delivering exceptional service to a diverse user base. Strong analytical skills and the ability to make data driven decisions will be essential in optimising service delivery and performance.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Manufacturing and Transportation, Logistics, Supply Chain and Storage

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