Lead Service Desk Engineer

G.Digital; Leeds; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading tech company is seeking a Lead Service Desk Engineer to join their team in Leeds. This role involves leading a multi-region IT Service Desk, managing incidents, and shaping service desk strategies. The ideal candidate will have strong technical knowledge and experience in ITIL practices, alongside excellent communication skills.

Benefits

Hybrid working (1x per week in Leeds office)

Ownership of UK/EU service desk strategy

Opportunities for growth

Diverse and international culture

Qualifications

• Experience leading a busy, multi-region IT Service Desk.
• Strong knowledge of Windows, M365, Active Directory, Azure AD, and ServiceNow.
• Excellent communication skills and a calm approach to incidents.

Responsibilities

• Lead and mentor a high-performing Service Desk team.
• Manage incident management and SLA delivery.
• Shape processes and ensure service excellence.

Skills

Windows 10/11

M365

Active Directory

Azure AD

ServiceNow

Incident management

SLA management

KPI management

Communication

Education

ITIL Foundation (v4 preferred)

Job description

This range is provided by G.Digital. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from G.Digital

We’ve just partnered with one of the biggest tech names in global sports betting and they’re on the hunt for a Lead Service Desk Engineer to be a core part of their Leeds team!

This one’s for the IT leaders who don’t just solve problems, they build teams, shape processes, and bring keep operations running smoothly at scale.

What’s in it for you?

• Hybrid working (1x per week in Leeds office)
• True ownership of the UK/EU service desk strategy
• Leading and mentoring a high-performing Service Desk team
• Plenty of room to grow and make your mark
• Diverse and international culture embracing the global community

What you’ll need:

• Experience leading a busy, multi-region IT Service Desk
• Strong knowledge of Windows 10/11, M365, Active Directory, Azure AD, and ServiceNow
• ITIL Foundation (v4 preferred)
• Excellent comms + a calm, methodical approach to incidents
• Comfortable managing SLAs, KPIs, and working across departments

You'll be the go-to for incident management, SLA delivery, and service excellence across a complex, fast-moving environment, think high volume, high energy, and big tech impact

Got a background leading Service Desk teams, Infrastructure management in scale-up or enterprise environments? Know your ITIL from your elbow?

Apply with your CV and Let’s discuss

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media

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