IT Service Desk Lead, UK & Ireland (Multi-Site ITIL)

L'OREAL GROUP; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

L'Oréal is seeking an IT Service Desk Manager for the UK & Ireland to lead a distributed team delivering incident, asset and service request support across 3,500 colleagues at six sites. You will drive onboarding with acquisitions, manage hardware and workspace environments, and partner with global tech experts to deploy modern workplace solutions.

Reporting to senior IT leadership, you will escalate critical issues and support executive events while ensuring ITIL-aligned processes and a

Qualifications

• ITSM experience with incident, request, and asset workflows.
• Experience coordinating multi-site IT rollouts and onboarding during acquisitions or restructures.
• Proven track record coaching, supporting, and developing technical support analysts across distributed operations.
• Solid command of Windows platforms, Microsoft 365, Active Directory, and endpoint management tools (Intune, Tanium, SCCM).
• Strong interpersonal skills to partner with cross-functional teams during organizational transitions.

Responsibilities

• Lead the IT Service Desk across the UK & Ireland, delivering responsive support for 3,500 colleagues across multiple sites.
• Oversee onboarding and site integrations for acquisitions, upgrading campus infrastructure, devices, and user accounts.
• Manage workplace hardware and desktop environments across head offices, sales offices, distribution centres, and retail sites.
• Drive incident, asset, and request lifecycles using ServiceNow with ITIL-aligned processes.
• Collaborate with a global community of Tech Experts to deploy modern workplace solutions (Intune, Tanium).
• Act as the primary escalation point for critical disruptions, VIP support, and high-visibility events.

Skills

IT Service Management

Integration & Project Delivery

Team Leadership

Workplace Technology

Stakeholder Engagement

Tools

ServiceNow

ITIL

Windows

Microsoft 365

Active Directory

Intune

Tanium

SCCM

Job description

L'Oréal is seeking an IT Service Desk Manager for the UK & Ireland to lead a distributed team delivering incident, asset and service request support across 3,500 colleagues at six sites. You will drive onboarding with acquisitions, manage hardware and workspace environments, and partner with global tech experts to deploy modern workplace solutions.

Reporting to senior IT leadership, you will escalate critical issues and support executive events while ensuring ITIL-aligned processes and a