Lead Service Desk Analyst

Tandem Talent; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment firm in the City of London is seeking a Lead Service Desk Analyst to ensure efficient service delivery and support service desk operations. The ideal candidate will have over 3 years of experience, strong ITIL knowledge, and proven leadership skills. This role offers a competitive salary and a generous benefits package, including 25 days holiday and a discretionary annual bonus.

Benefits

25 days holiday

Pension

Discretionary annual bonus

Qualifications

• 3+ years of experience in a similar role.
• Comprehensive understanding of ITIL/ITSM frameworks.
• Proven experience supervising service desk operations.

Responsibilities

• Ensure high-quality service delivery aligned with SLAs.
• Drive incident, problem, and change management activities.
• Provide training to operational teams for optimal service delivery.

Skills

ITIL framework understanding

Leadership skills

Analytical aptitude

Communication skills

Tools

ServiceNow

FreshService

Job description

Overview

The Lead Service Desk Analyst is responsible for the smooth running of the Service Desk under the strategic direction of the End User Support Manager. This role drives consistent service quality, efficient resolution of tickets and a culture of continuous improvement, working closely with the problem and change managers. The role ensures effective day-to-day service delivery by coordinating staff, resources, and processes to meet service level agreements (SLAs) and user satisfaction targets.

Responsibilities

• Lead and coordinate the Service Desk to ensure high-quality service delivery in line with SLAs and user satisfaction targets.
• Drive incident, problem, change, and knowledge management activities in a live environment.
• Collaborate with problem and change managers to foster continuous service improvement.
• Direct staff, resources, and processes for efficient ticket resolution and service desk operations.

Key skills

• 3+ years of experience in a similar role.

ITIL Expertise

• Comprehensive understanding of ITIL/ITSM frameworks (ITIL 4 Foundation minimum; ITIL Managing Professional or specific practice certifications highly desirable).
• Demonstrable experience in leading Incident, Major Incident, Knowledge Management, and Request fulfilment within a live environment.
• Proven experience in driving ITIL process maturity improvement in an operational environment.

Operational Leadership

• Proven experience of supervising day-to-day service desk or IT support operations.
• Ability to manage multiple priorities and work under pressure.

Process & Performance Management

• Ability to create, interpret, and present ITSM metrics, identifying root causes for performance issues and implementing improvements.
• Familiarity with ITSM tools (ServiceNow and/or FreshService), operational dashboards, and automation.

Communication & Stakeholder Engagement

• Excellent communication skills for engaging with both technical staff and business stakeholders at varying levels of seniority.
• Confident in coordinating major incident calls, directing resources effectively under pressure, and providing concise updates.

Problem-Solving & Decision-Making

• Strong analytical aptitude and the ability to prioritise operational matters effectively.
• Demonstrable judgement in balancing service quality, risk, and speed, especially during major incidents.

Collaboration & Teamwork

• Proven ability to collaborate cross-functionally across IT teams to resolve issues swiftly.

Knowledge Management

• Maintain comprehensive documentation of Service Desk work instructions and end user self-help articles.

Training and Support

• Provide training and support to operational teams to ensure they optimize service delivery according to best practice guidance.
• Flexible attitude.

In return we offer a competitive basic salary and generous benefits package which includes 25 days holiday (exc bank holidays), Pension, DIS and discretionary annual bonus.