IT Service Desk Team Leader

The Role

This position forms a key part of our global service desk function, working in close collaboration with IT colleagues across multiple regions and supported by an outsourced level one service desk partner. As Service Desk Team Leader, you will be responsible for managing the regional service desk team, driving continual service improvement, and ensuring the effective delivery of IT services.

You will play an active role in service management, leveraging your technical expertise across various IT functions. Strong communication and organisational skills are essential, as is the ability to interpret and present service performance data, escalate issues appropriately, and maintain high system and service availability.

The primary objective of this role is to enhance the end-user experience. As such, responsibilities and projects will be varied and dynamic. Success in this role requires a proactive mindset, strong problem-solving capabilities, and a commitment to delivering high-quality support.

You will be accountable for overseeing incoming IT service tickets, ensuring timely resolution, and managing the workload and performance of engineers within the team. Additionally, you will work closely with the Service Desk Manager and the wider global IT team to ensure all service-related tasks are completed efficiently and in alignment with global standards.

Responsibilities

• Deliver high-quality, proactive IT assistance to senior leadership, ensuring seamless technology operations for critical meetings, presentations, and decision-making processes. This includes rapid issue resolution, maintaining confidentiality, and anticipating technology needs to enable executives to perform at their best without disruption.
• Work closely with the Head of Infrastructure to manage and support on-site technology assets such as communications rooms, Wi-Fi networks, servers, and related hardware. Ensure security and reliability of these systems through regular monitoring, preventative maintenance, and swift troubleshooting to minimise downtime and maintain business continuity.
• Develop and maintain strong relationships with business users to understand their operational needs and ensure IT services are aligned to support those requirements effectively.
• Provide leadership, coaching, and day-to-day support to the regional service desk team, fostering a culture of service excellence and continuous improvement.
• Serve as an escalation point for complex technical issues, offering hands-on support when necessary to ensure timely resolution.
• Oversee the management and resolution of IT service tickets and incidents, ensuring prompt, effective, and customer-focused responses.
• Collaborate closely with the global service desk function and our outsourced level one support partner to ensure seamless and consistent service delivery across regions.
• Monitor service desk performance metrics, review reports, and analyse trends to identify opportunities for improvement.
• Ensure adherence to established incident management policies, processes, and procedures.
• Lead regional endpoint refresh initiatives and manage the full hardware lifecycle, including deployment, repurposing, and secure disposal.
• Coordinate IT onboarding activities, including inductions and training for new employees, ensuring a smooth and well-supported start.
• Work in partnership with the Service Desk Manager and wider IT teams to align regional service desk activities with global standards and strategic objectives.

Skills and Experience

Basic requirements:

• Active Directory and Azure Active Directory, including group policy management, identity and access controls, and hybrid environments.
• ITSM platforms, with hands-on experience in FreshService preferred; familiarity with alternatives like ServiceNow, Jira Service Management, or Cherwell is beneficial.
• IT asset and inventory management, including hardware lifecycle processes (procurement, deployment, repurposing, and disposal).
• Experience liaising with internal clients/managing stakeholders

Preferred requirements:

• Microsoft 365 administration, including user provisioning, license management, Exchange Online, Teams, SharePoint, and security/compliance configurations.
• Basic to intermediate networking concepts, including DNS, DHCP, VPN, LAN/WAN, and Wi-Fi troubleshooting.
• Proficient in managing and troubleshooting Microsoft Teams Rooms and Cisco conferencing hardware, with additional experience or understanding of AV setups for large-scale Town Hall events.
• Mobile device management (MDM) for iOS and Android using Microsoft Endpoint Manager or similar tools. Endpoint management using tools such as Microsoft Intune a