IT Service Desk Lead | People, Process & Performance

Asmodee; Hollywater; Hybrid; GBP 52,000 - 70,000; Full time

Benefits offered by this job

24 days holiday

Birthday day off

Wellbeing day

Private medical insurance

Staff discount

Hybrid working environment

Job summary

Asmodee UK Limited seeks a hands-on IT Service Desk Lead to drive day-to-day operations, manage a growing team and ensure reliable, responsive support across office and distribution functions.

You will own incident and service request management, coordinate major incidents, and work with IT and business stakeholders to continually improve service performance and customer satisfaction.

Qualifications

• Experience managing an IT Service Desk or support team with coaching and performance management.
• ITIL Foundation certification and practical incident and service request management experience.
• Experience improving SLA performance, backlog reduction, and customer satisfaction.

Responsibilities

• Lead day-to-day delivery of a reliable, responsive IT Service Desk.
• Manage and develop the support team and ownership of service performance.
• Own the support queue with logging, categorisation, prioritisation and progress in ITSM system.
• Prioritise incidents by impact and urgency, especially for distribution, order processing and customer service.
• Provide hands-on support and escalation, engaging specialists when needed.
• Manage stock levels and procurement of IT equipment.

Skills

IT Service Desk

Incident management

Service request management

Problem management

Continual improvement

SLA management

Ticket reporting

Asset management

Change control

Stakeholder communication

Education

ITIL Foundation certification

Tools

FreshService

Microsoft Entra ID

Intune

SharePoint

OneDrive

3CX

Job description

Asmodee UK Limited seeks a hands-on IT Service Desk Lead to drive day-to-day operations, manage a growing team and ensure reliable, responsive support across office and distribution functions.

You will own incident and service request management, coordinate major incidents, and work with IT and business stakeholders to continually improve service performance and customer satisfaction.