Service Desk Team Leader

Your new company

Join a large and complex organisation delivering critical IT services across multiple locations. Operating across more than 80 sites, this organisation has invested heavily in its technology landscape and is focused on making continuous improvements across service delivery, automation, and end-user experience. You’ll be a part of a collaborative and forward-thinking IT function with a strong focus on innovation and operational excellence.

Your new role

• Leading and developing a team of service desk professionals supporting users across approximately 80 sites.
• Overseeing end-to-end service desk operations, ensuring incidents and requests are resolved within SLAs.
• Driving continuous improvement, automation, and self-service adoption across the support function.
• Managing incident escalation, major incidents, and service communications.
• Taking ownership of End User Computing, including device lifecycle management and strategy.
• Managing key platforms such as ServiceNow and working closely with vendors to deliver enhancements.
• Overseeing operational budgets, including OPEX/CAPEX for IT services and platforms.

What you'll need to succeed

• Proven experience leading a service desk or IT support team in a complex environment.
• Ability to coach, mentor, and manage team performance.
• Strong technical understanding of end-user computing, infrastructure, and ITSM tools (ServiceNow).
• Demonstrated experience improving service delivery, driving automation, and optimising workflows.
• Strong financial acumen and experience managing budgets.
• Excellent stakeholder and vendor management skills.
• Understanding of ITIL frameworks and service management principles.

• Proven experience leading a service desk or IT support team in a complex environment.
• Ability to coach, mentor, and manage team performance.
• Strong technical understanding of end-user computing, infrastructure, and ITSM tools (ServiceNow).
• Demonstrated experience improving service delivery, driving automation, and optimising workflows.
• Strong financial acumen and experience managing budgets.
• Excellent stakeholder and vendor management skills.
• Understanding of ITIL frameworks and service management principles.