IT Service Desk Lead — 24/7 Global Support

Bloomberg; City Of London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Bloomberg in London is seeking a Team Leader to head the EMEA Service Desk within Employee Technology Support. You will own team performance, development, service delivery and escalations while ensuring a consistently high-quality employee experience.

You’ll combine strong people leadership with technical and operational expertise, taking end-to-end ownership, anticipating risk and using data, root cause analysis to prevent repeat issues.

Qualifications

• 5+ years in IT support or service delivery, including leadership.
• Experience coaching and developing technical support teams.
• Strong knowledge of incident, request, problem, change and knowledge management.
• Experience managing SLAs, KPIs, escalations and operational performance.

Responsibilities

• Lead, coach and develop a high performing Service Desk team.
• Manage workload, escalations and service performance with employee experience at the center.
• Act as escalation point for complex issues, diagnose and ensure resolution.
• Identify recurring issues, drive root cause fixes and prevent repeats.
• Be proactive about operational risks and communicate with stakeholders.
• Drive knowledge, self-service, automation and process standardisation.
• Partner across ETS, Engineering, Infrastructure and Product.
• Use service data to identify improvements and influence tools and policies.
• Maintain governance across tickets, documentation and procedures.
• Support recruitment, resource planning and inclusive team culture.

Skills

People leadership

Service delivery

Incident management

Stakeholder management

Automation

Root cause analysis

Cross-functional collaboration

Job description

Bloomberg in London is seeking a Team Leader to head the EMEA Service Desk within Employee Technology Support. You will own team performance, development, service delivery and escalations while ensuring a consistently high-quality employee experience.

You’ll combine strong people leadership with technical and operational expertise, taking end-to-end ownership, anticipating risk and using data, root cause analysis to prevent repeat issues.