Service Desk Lead

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Service Desk Lead – Remote – Up to £65k

On behalf of our industry-leading based in Manchester, we are recruiting for an experienced Service Desk Lead.

The Service Desk Lead will be responsible for:

  • Attend and chair when necessary inter-team meetings and be able to represent the support team where key decisions may need to be made.
  • Help to mentor, guide and give direction to the team ensuring that all business processes are adhered to, deadlines achieved, blockers removed and make certain that customers receive a world-class service every time.
  • Support the post-incident review (PIRs) meetings to ensure that changes that caused unexpected downtime or unplanned issues are understood and lessons learnt are documented in a timely manner.
  • Work and build relationships with difficult, high profile customers and ensure root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
  • Effectively delegate and prioritise incidents and tickets based on requirements from senior management whilst providing regular updates on progress to the management team.
  • Control the specified criteria for service acceptance throughout the project lifecycle and be able to articulate this to the project delivery and service transition teams.
  • Ensure all support functions are aware, prepared and capable of supporting any new and changed services, via workshops, briefings and documentation as appropriate.

The Service Desk Lead will have the following:

  • Demonstratable background in a multi-disciplined application and/or e-commerce support environment.
  • Experience in Managing Major Incidents, providing leadership to resolution and clear communications throughout
  • Ability to act in the best interests of the business and balance possible conflicting and competing internal and business priorities to ensure that the best possible outcome is reached for all parties.
  • Strong attention to detail with excellent problem-solving and analytical skills.
  • ITIL v3 Foundation certification or above.
  • A technical thinker with an excellent understanding of technical terminology.


  • Remote working with quarterly office meetings (Travel expenses will be covered)
  • Fantastic discount card
  • Huge learning and development opportunities

How to Apply if you're Interested in this Job:

If this sounds like your perfect role, click Apply without delay!

Service Desk Lead – Remote – Up to £65k

31 May 2022
IT Support
IT Support Manager
Up to £65k


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