Senior Service Desk Lead — Hybrid IT Support

Wavenet; Manchester; Hybrid; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Hybrid Working

Annual leave 25–28 days

Private medical coverage

Eye care scheme

Wellbeing programme

Job summary

Wavenet in Manchester is seeking a Senior Service Desk Analyst to join our IT support team, driving performance, mentoring colleagues, and delivering exceptional service to our customers.

You will lead and coach analysts, manage complex tickets, handle escalations, and ensure incidents and requests are resolved in line with SLAs. The role collaborates with internal teams and external suppliers to improve service delivery and the overall customer experience.

Qualifications

• Proven experience in a Service Desk role, consistently meeting SLAs and performance targets.
• Strong understanding of ITIL processes for Incident & Problem Management.
• Experience coaching and mentoring team members to enhance their performance.

Responsibilities

• Lead & Support – Coach and develop analysts to ensure a consistently outstanding customer experience.
• Problem-Solve – Manage complex IT tickets, escalations, and customer complaints with expertise.
• Drive Service Improvements – Identify and implement process enhancements to increase efficiency and team skillsets.
• Own Performance – Coordinate workloads, ensuring incidents and requests are handled effectively in line with SLAs/KPIs.
• Collaborate – Work with internal teams, vendors, and third-party suppliers to streamline resolutions and improve service delivery.

Skills

ITIL processes

Communication skills

Problem solving

Time management

Education

ITIL certification (Desirable)

Tools

ITSM tools

Job description

Wavenet in Manchester is seeking a Senior Service Desk Analyst to join our IT support team, driving performance, mentoring colleagues, and delivering exceptional service to our customers.

You will lead and coach analysts, manage complex tickets, handle escalations, and ensure incidents and requests are resolved in line with SLAs. The role collaborates with internal teams and external suppliers to improve service delivery and the overall customer experience.