Senior Service Desk Lead – MSP Excellence

Sword Group; Manchester; Sur place; GBP 42 000 - 54 000; Plein temps

Avantages offerts par ce poste

Personalised Career Development

Flexible working

Comprehensive benefits package

Résumé du poste

Sword Group is seeking a Senior Service Desk Analyst to provide senior technical and operational capability within the Service Desk Operations function in the UK. You will own incidents and requests end-to-end, offering effective technical support across enterprise environments while maintaining service levels and customer commitments.

You will guide peers, ensure quality ticketing and documentation, and drive improvements in knowledge, problem management and customer experience within a

Qualifications

• Experience in MSP or enterprise Service Desk environments.
• Strong ITIL-based Incident, Request, Knowledge, Problem and Change Management experience.
• Experience using ServiceNow or an equivalent ITSM platform.
• Strong troubleshooting across Windows, Microsoft 365, Outlook, Teams, Active Directory, Entra ID, authentication and MFA.
• Ability to manage incidents and requests through investigation, resolution, fulfilment or escalation.
• Experience supporting customers in regulated environments is desirable.

Responsabilités

• Take full ownership of assigned Incidents and Requests from investigation to resolution or escalation.
• Provide professional, clear and timely communication throughout incident lifecycles.
• Investigate and resolve complex issues using structured troubleshooting.
• Ensure accurate ticket categorisation, prioritisation and documentation.
• Mentor and coach junior team members and share knowledge with the service desk.
• Support service quality improvements and contribute to continual service improvement.

Connaissances

ITIL knowledge

ServiceNow

Windows

Microsoft 365

Active Directory

End user support

Customer service

Troubleshooting

Communication

Stakeholder management

Incident management

Outils

ServiceNow ITSM

Description du poste

Sword Group is seeking a Senior Service Desk Analyst to provide senior technical and operational capability within the Service Desk Operations function in the UK. You will own incidents and requests end-to-end, offering effective technical support across enterprise environments while maintaining service levels and customer commitments.

You will guide peers, ensure quality ticketing and documentation, and drive improvements in knowledge, problem management and customer experience within a