IT Service Desk Service Manager

L'Oréal UK; Greater London; Sur place; GBP 65 000 - 90 000; Plein temps

Résumé du poste

L'Oréal UK is seeking an IT Service Desk Manager to lead the IT Service Desk across the UK & Ireland, supporting 3,500 colleagues across six sites. You will drive incident resolution, onboarding of new brands, and workplace tech upgrades, reporting to the CIO UK & Ireland.

You will manage a distributed team from Level 1 to Level 3, align ITIL-based processes with ServiceNow, and partner with 2,000+ global Tech Experts to deploy modern workplace solutions.

Qualifications

• IT Service Management: Incident, request, and asset workflows using ServiceNow aligned with ITIL.
• Integration & Project Delivery: Coordinating multi-site IT rollouts and onboarding during acquisitions or restructures.
• Team Leadership: Coaching and developing support analysts across distributed operations.
• Workplace Technology: Strong command of Windows, Microsoft 365, Active Directory and endpoint tools.
• Stakeholder Engagement: Partner with cross-functional teams during transitions.

Responsabilités

• Lead a distributed Service Desk across Level 1–3 support, ensuring high resolution standards and team engagement.
• Steer onboarding and site integrations for newly acquired brands, upgrading campus infrastructure, devices, and user accounts.
• Oversee workplace hardware and desktop environments across head offices, distribution centres, and retail sites.
• Drive incident, asset, and request lifecycles using ServiceNow with ITIL alignment.
• Collaborate with global Tech Experts to deploy modern workplace solutions (Intune, Tanium).
• Act as escalation point for critical disruptions and VIP support.

Connaissances

IT Service Management

Integration & Project Delivery

Team Leadership

Workplace Technology

Stakeholder Engagement

Outils

ServiceNow

Intune

Tanium

SCCM

Description du poste

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.