Lead Service Desk Analyst

Era4 develops, owns and operates AI infrastructure across the UK, powered by renewable energy. Converting legacy industrial and energy sites into modern data‑centre facilities, Era4 is combining brownfield regeneration opportunities with cleaner, efficient, scalable compute capacity for healthcare, research, finance, enterprise, and public‑sector organisations.

We are hiring a hands‑on Technical Operations Manager to support and lead a Technical Operations Centre across SRE, NOC and Service Desk.

This is a people leadership role with technical depth, you must be able to lead teams and step into P1/P2 incidents, interpret infrastructure signals (Linux, containers, observability), and drive resolution.

The right candidate will combine operational leadership, incident command, customer communication and enough hands‑on technical depth to lead confidently in a high‑pressure AI/HPC production environment.

• Support and run a 24x7 Technical Operations Centre.
• Lead and develop a team of engineers across SRE, NOC and Service Desk.
• Define processes, escalation paths, rotas and operating rhythms.

• Own P1/P2 incident response and act as escalation lead.
• Run incident bridges and coordinate internal teams and vendors.
• Drive post‑incident reviews and continuous improvement.

• Own SLA/SLO performance, MTTR, incident trends and reporting.
• Embed SRE principles (error budgets, observability, automation).
• Align operations with customer impact and engineering priorities.

• Remain hands‑on enough to guide triage and challenge assumptions.
• Interpret logs, dashboards and alerts across infrastructure.
• Translate technical issues into clear customer communication.
• Experience leading technical operations / SRE / NOC / infrastructure teams.
• Proven incident command / P1‑P2 escalation leadership.
• Strong technical grounding:
  Linux, containers, infrastructure, observability.
• Experience with SLA/SLO, MTTR, ITSM (incident/problem/change).
• Experience with in AI/HPC, GPU infrastructure, data centre or cloud environments.

• NVIDIA / Infini Band / high‑performance compute exposure.
• Tools:
  Grafana, Prometheus, Service Now (or similar).

You’ll be joining a mission‑driven start‑up building critical national infrastructure, where operational excellence directly enables growth. This role offers high visibility with leadership, real autonomy, and the chance to shape how a next‑generation company operates at scale.

Era4 is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

United Kingdom: (Hybrid - Visit to office / site locations required)