Senior Service Desk Lead - Incident Mastery

Sword Group; United Kingdom; Remote; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Career development

Flexible working

Private health

Job summary

Sword Group is seeking a Senior Service Desk Analyst to provide senior technical and operational capability within the Service Desk Operations function across Managed Services environments.

You will own incidents and requests, resolve or escalate complex issues, and guide peers to maintain high service quality and customer outcomes. Location: UK; strong ITIL, ServiceNow, and cross-team collaboration are essential.

Qualifications

• Experience managing Incidents and Requests end-to-end.
• Strong ITIL-based incident, knowledge, problem and change understanding.
• Proven ability to guide peers and provide leadership in service delivery.

Responsibilities

• Take ownership of incidents and requests from investigation to resolution or escalation.
• Provide technical support across customer environments following SLAs.
• Investigate and resolve complex issues with methodical troubleshooting.
• Maintain accurate ticketing through lifecycle and clear communications.
• Escalate with right information to resolver teams when needed.
• Mentor less experienced colleagues and contribute to knowledge sharing.
• Identify risks to service quality and raise them early.

Skills

ITIL knowledge

ServiceNow

Windows

Microsoft 365

Active Directory

Entra ID

MFA

Customer communication

Ticket ownership

Tools

ServiceNow ITSM

Job description

Sword Group is seeking a Senior Service Desk Analyst to provide senior technical and operational capability within the Service Desk Operations function across Managed Services environments.

You will own incidents and requests, resolve or escalate complex issues, and guide peers to maintain high service quality and customer outcomes. Location: UK; strong ITIL, ServiceNow, and cross-team collaboration are essential.