Senior IT Service Desk Lead (ITIL/ITSM) - Remote

Public Sector Resourcing, managed by AMS; United States; Remote; USD 87,000 - 129,000; Full time

Job summary

Public Sector Resourcing, managed by AMS, seeks a Senior Service Desk Analyst to lead ITSM operations on a remote UK-based contract. You will oversee incident, request and major incident management, coaching analysts and driving continual service improvement.

Essential ITIL discipline, CMDB familiarity, and strong Jira Service Management experience are required. The role emphasizes output, reporting and collaboration with resolvers and service managers.

Qualifications

• Demonstrable understanding of ITIL service management principles, including Incident, Service Request, Knowledge and Configuration Management.
• Experience in an IT service desk, IT support or service management environment.
• Experience taking ownership of complex incidents, service requests or customer enquiries.
• Experience with CMDB and how configuration information supports incident resolution.
• Experience using IT service management tools to manage tickets, queues, priorities, updates, escalation.
• Experience in an ITIL-aligned service management environment.
• Experience coaching colleagues and improving operational quality.
• Experience producing service desk reporting and identifying improvement opportunities.
• Understanding of knowledge management and creating knowledge articles.
• Understanding of asset/configuration management and how it supports incident handling.
• Ability to interpret service desk information and identify trends, risks.
• Strong written and verbal communication skills.
• Evidence of ownership, good judgment and working with limited supervision.

Responsibilities

• Support Incident Management, Service Request Management and Major Incident Management activities, ensuring services are delivered in line with agreed processes and service levels.
• Provide experienced operational support across the service desk, taking ownership of complex incidents, service requests and customer enquiries.
• Use Jira Service Management to record, prioritise, investigate, resolve and escalated tickets, ensuring accurate and complete ticket information is maintained.
• Monitor service desk queues, workload, ticket ageing and service level performance, taking action or escalating where service performance is at risk.
• Use service desk data, performance metrics and reporting to identify trends, risks and opportunities for continual service improvement.
• Proactively identify missing, inaccurate or incomplete configuration information and contribute to improving CMDB data quality.
• Provide day-to-day guidance, coaching and support to Service Desk Analysts, promoting consistent working practices and effective service resolution.
• Support the allocation and coordination of work across the service desk, escalating resource or coverage concerns to the Service Desk Manager.
• Act as an escalation point for complex enquiries and difficult customer interactions.
• Maintain and improve service desk standard operating procedures, scripts, templates, runbooks and guidance materials.
• Promote effective communication between users, the service desk, service managers and technical resolver teams.
• Coach and develop Service Desk Analysts, supporting performance and availability.

Skills

ITIL Service Management

Incident Management

CMDB Data

Leadership & Coaching

Jira Service Management

Service Reporting

Stakeholder Communication

Tools

Jira Service Management

Job description

Public Sector Resourcing, managed by AMS, seeks a Senior Service Desk Analyst to lead ITSM operations on a remote UK-based contract. You will oversee incident, request and major incident management, coaching analysts and driving continual service improvement.

Essential ITIL discipline, CMDB familiarity, and strong Jira Service Management experience are required. The role emphasizes output, reporting and collaboration with resolvers and service managers.