IT Service Desk Service Manager

L'Oréal; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

L'Oréal Tech is seeking an IT Service Desk Manager to lead the UK & Ireland desk across our corporate, logistics and retail sites. You will oversee 3,500 colleagues, drive incident resolution, onboard new brands, and align operations with ITIL and ServiceNow processes.

You will manage a distributed team from Level 1 to 3, partner with the global Tech Expert network, and act as the escalation point for critical disruptions and VIP events.

Qualifications

• Experience managing incident, request, and asset workflows using ITSM platforms.
• Experience coordinating multi-site IT rollouts and onboarding during acquisitions.
• Proven coaching and development of support analysts across distributed operations.
• Strong command of Windows platforms, M365, Active Directory, and endpoint tools.
• Excellent stakeholder engagement across retail, corporate, and brand teams.

Responsibilities

• Lead a distributed Service Desk across Level 1–3, maintaining high resolution standards.
• Oversee onboarding and site integrations for new brands, upgrading infrastructure and devices.
• Manage workplace hardware and desktop environments across multiple offices and sites.
• Drive incident, asset, and request lifecycles using ServiceNow within ITIL frameworks.
• Collaborate with 2,000+ Tech Experts to deploy modern workplace solutions.
• Serve as the escalation point for major disruptions and VIP events.

Skills

IT Service Management

Integration & Project Delivery

Team Leadership

Workplace Technology

Stakeholder Engagement

Tools

ServiceNow

Windows + M365

Intune/Tanium

Job description

IT Service Desk Manager - UK & Ireland

Intrigued? Keep reading, this might be the opportunity you've been searching for.

A Day in the Life

Lead the IT Service Desk across the UK and Ireland, delivering responsive support for 3,500 colleagues across 6 corporate, logistics, and retail sites. Reporting to the CIO UK & Ireland, you bridge daily incident resolution with workspace transitions.

• Lead a distributed team of Service Desk Analysts across Level 1 to Level 3 support, maintaining high resolution standards and team engagement.
• Steer IT onboarding and site integrations for newly acquired brands, upgrading campus infrastructure, devices, and user accounts to L'Oréal standards.
• Oversee workplace hardware and desktop environments across two head offices, Irish sales office, three distribution centres, 300 strong Field-force and over 50 retail boutiques.
• Drive incident, asset, and request lifecycles using ServiceNow, ensuring operational alignment with ITIL frameworks.
• Partner with our global community of 2,000 Tech Experts across 40+ expertises to deploy modern workplace solutions, including Intune and Tanium.
• Act as the key escalation point for critical operational disruptions, executive VIP support, and high-visibility corporate events.

IT Service Desk Manager - UK & Ireland

Hello, we're L'Oréal. We're not just building brands, we're shaping how the world experiences beauty (and it takes a lot of cool jobs to do it).

Intrigued? Keep reading, this might be the opportunity you've been searching for.

A Day in the Life

Lead the IT Service Desk across the UK and Ireland, delivering responsive support for 3,500 colleagues across 6 corporate, logistics, and retail sites. Reporting to the CIO UK & Ireland, you bridge daily incident resolution with workspace transitions.

• Lead a distributed team of Service Desk Analysts across Level 1 to Level 3 support, maintaining high resolution standards and team engagement.
• Steer IT onboarding and site integrations for newly acquired brands, upgrading campus infrastructure, devices, and user accounts to L'Oréal standards.
• Oversee workplace hardware and desktop environments across two head offices, Irish sales office, three distribution centres, 300 strong Field-force and over 50 retail boutiques.
• Drive incident, asset, and request lifecycles using ServiceNow, ensuring operational alignment with ITIL frameworks.
• Partner with our global community of 2,000 Tech Experts across 40+ expertises to deploy modern workplace solutions, including Intune and Tanium.
• Act as the key escalation point for critical operational disruptions, executive VIP support, and high-visibility corporate events.

We Are Looking For

You bring a service-first mindset, translating complex technical changes into smooth onboarding experiences for incoming teams. You bring:

• IT Service Management: Practical expertise managing incident, request, and asset workflows using enterprise ITSM platforms (ServiceNow) aligned with ITIL frameworks.
• Integration & Project Delivery: Experience coordinating multi-site IT rollouts, office campus upgrades, and technical onboarding during business acquisitions or restructures.
• Team Leadership: Proven track record coaching, supporting, and developing technical support analysts across distributed operations.
• Workplace Technology: Solid command of Windows platforms, Microsoft 365, Active Directory, and endpoint management tools (Intune, Tanium, or SCCM).
• Stakeholder Engagement: Strong interpersonal skills to partner with cross-functional retail, corporate, and brand teams during organisational transitions.

What's In It For You

• A place for you to leave your comfort zone and grow beyond your potential (here, you'll be encouraged to try new things and take risks!)
• Real responsibility from day 1, there's no sitting on the sidelines at L'Oréal
• An environment where people of every ethnicity, social background, age, religion, gender and sexual orientation as well as people with disabilities are accepted, can speak
• A place where you can contribute to something bigger! Many of our brands have societal/environmental causes to make a concrete difference

Who We Are

At L'Oréal Tech, we are constantly growing our community of 2,000 Tech Experts worldwide across 40+ areas of expertise, representing 80 nationalities and partnering with over 3,500 Digital Experts to reinvent beauty through technology.

We’re committed to guaranteeing inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way. The Group strictly prohibits discrimination against any applicant for employment because of the individual’s gender identity or expression, sexual orientation, visible and/or invisible disabilities, socio-economic and/or multicultural origins, health conditions, age, religion, or any other characteristics protected by law.

Wondering how AI is integrated in our L'Oréal recruitment process? Find practical information and advice in our AI Charter.