Service Desk Lead: 24x7 Support & Incident Command

IT Professional Services Limited; United Kingdom; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

IT Professional Services Limited seeks a Service Desk Lead to manage day-to-day delivery of the Service Desk and onsite support for a key customer. You will lead a team of analysts and site engineers, acting as the senior escalation point and operational owner of the service.

You will drive incident resolution, proactive communication, and adherence to agreed service standards while developing knowledge bases and coaching staff for continuous improvement.

Qualifications

• Experience leading a Service Desk or multi-channel support team.
• Strong understanding of ITIL processes and service management.
• Knowledge of ServiceNow and common ITSM tooling.

Responsibilities

• Lead the dedicated Service Desk team and set priorities.
• Ensure incidents, requests and access requests are logged and tracked.
• Maintain end-to-end ticket ownership and clear communications.
• Monitor queues, ageing, breaches and first-contact resolution.
• Coordinate major incident response and post-incident reviews.
• Develop knowledge bases, SOPs and shift-left opportunities.

Skills

Leadership

ITIL

ServiceNow

Incident management

Communication

People management

VIP support

EUC knowledge

Education

ITIL certification

Tools

ServiceNow

ITSM tooling

MS 365

Windows endpoints

Job description

IT Professional Services Limited seeks a Service Desk Lead to manage day-to-day delivery of the Service Desk and onsite support for a key customer. You will lead a team of analysts and site engineers, acting as the senior escalation point and operational owner of the service.

You will drive incident resolution, proactive communication, and adherence to agreed service standards while developing knowledge bases and coaching staff for continuous improvement.