Senior Service Desk Lead — ITIL Expert & Customer Champion

Sword Group; Manchester; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Private health

Job summary

Sword Group in the United Kingdom is seeking a Senior Service Desk Analyst to take ownership of incidents and requests, providing senior technical support across managed services environments and guiding colleagues.

You will maintain high-quality tickets, follow ITIL processes, and escalate where needed while delivering excellent customer outcomes. This role offers a structured career path within a values-driven MSP.

Qualifications

• Experience in MSP or enterprise service desk environments.
• Proven incident and request management lifecycle.
• Strong ITIL-based knowledge and documentation skills.
• Experience with ServiceNow or similar ITSM platform.

Responsibilities

• Own incidents and requests from investigation to resolution.
• Provide technical support across customer environments.
• Escalate to resolver teams when needed with proper info.
• Maintain ticket quality and SLA awareness.
• Coach and support junior team members.

Skills

ITIL

ServiceNow

Windows OS

MS 365

Customer service

Job description

Sword Group in the United Kingdom is seeking a Senior Service Desk Analyst to take ownership of incidents and requests, providing senior technical support across managed services environments and guiding colleagues.

You will maintain high-quality tickets, follow ITIL processes, and escalate where needed while delivering excellent customer outcomes. This role offers a structured career path within a values-driven MSP.