Lead Service Desk Analyst

Join us as a Lead Service Desk Analyst, where you’ll play a key role in supporting and guiding a high‑performing support team delivering exceptional IT service across a global organisation. Reporting to the Global Service Desk Manager and acting as the senior UK‑based technical escalation point for global day‑to‑day Service Desk matters, you’ll combine hands‑on technical expertise with strong leadership to keep operations running smoothly, support strong operational performance and contribute to continuous improvement—all while ensuring best‑in‑class service aligned to ITIL standards and SLAs.

• Lead, mentor, and support a team of Service Desk Analysts, acting as the senior escalation point for complex issues
• Support the day‑to‑day coordination of Service Desk activities, ensuring smooth delivery aligned with ITIL 4 best practices.
• Support workload coordination, prioritisation, and ticket flow to help the team meet SLAs
• Drive a culture of accountability, collaboration, and customer‑focused support
• Work closely with the Global Service Desk Manager to support consistent standards, tools, and performance expectations.
• Use Service Now and reporting insights to identify operational improvement opportunities and support better day‑to‑day service delivery.
• Identify trends and contribute to continuous improvement, automation, and knowledge‑sharing initiatives.

What You’ll Bring

• Proven experience in a Service Desk or IT support leadership role
• Strong technical troubleshooting skills with a hands‑on approach
• Knowledge of ITIL frameworks and service management best practices
• Experience leading a team, including performance management and development of direct reports.
• Experience with Service Now (or similar tools) and performance reporting
• A passion for continuous improvement, team development, and delivering excellent customer experience
• Strong communication and stakeholder management skills

• Be a key player in shaping global service delivery standards
• Work in a collaborative, fast‑paced environment with real impact
• Opportunities to drive innovation, automation, and service improvement