IT Service Desk Lead

The IT Service Desk Lead is responsible for overseeing the day-to-day operations of the IT Service Desk, ensuring the effective management of incidents and service requests, delivery of exceptional customer service, and compliance with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). The successful candidate will lead by example, promoting best practice, collaboration, accountability, and high standards of service delivery within a fast-paced healthcare technology environment.

Requirements

• Proven experience in IT Service Desk or End User Support, including team leadership responsibilities.
• Strong background in ticket, incident, request, problem, and escalation management.
• Experience working to SLAs, OLAs, and KPIs, including reporting and performance analysis.
• Skilled in managing major incidents and coordinating internal teams and third-party suppliers.
• Experience coaching, mentoring, and developing Service Desk Analysts.
• Proven ability to drive continuous improvement and enhance service quality.
• Strong technical knowledge of ITSM platforms such as ServiceNow, Fresh service, or Jira Service Management.
• Good understanding of Microsoft 365, Windows, Active Directory / Entra ID, endpoint management, and collaboration tools.
• Excellent leadership, communication, troubleshooting, and stakeholder management skills.
• Organised, proactive, and customer-focused, with the ability to prioritise workloads and manage escalations under pressure.

Benefits

• Health Cash Plan
• Well Hub Subscription
• Employee Assistance Programme
• Annual Volunteering Day
• Enhanced Sickness and Family Leave pay
• Length of Service Bonus
• Work from Home allowance
• Pension options