IT Service Desk Lead

Role:IT Service Desk Lead Exp: 5+Years Location- UK Job Purpose: The IT Service Desk Lead is responsible for the effective operation of the Service Desk in line with the strategic direction of the IT Support function. The role leads the configuration and standardisation of the service desk tooling (ZohoDesk or equivalent), ensuring consistent service quality, efficient ticket resolution, and adherence to agreed SLAs. Working closely with Project Managers and support teams, the role coordinates people, processes, and resources to deliver reliable day-to-day service while driving continuous improvement and user satisfaction. Requirements Key Responsibilities: Incident and Service Management: Act as the escalation point for complex incidents and service requests, ensuring timely resolution in accordance with agreed SLAs. Perform root-cause analysis and drive resolution of recurring problems. Monitor service delivery performance, proactively identifying potential disruptions and coordinati...