Service Desk Team Lead

Job Description:

Title: Service Desk Team Lead

Location: Remote – UK

Reports to: Service Desk Manager

Vacancy
:
Existing vacancy

The Service Desk Team Lead – Autovista is responsible for the day-to-day operational leadership of Service Desk delivery across Autovista business units within a global support model. This role provides local leadership, operational oversight, technical guidance, stakeholder engagement, and service management expertise to ensure employees receive responsive, reliable, and professional IT support.

Working closely with the Service Desk Manager and global support teams, the Team Lead serves as the primary regional escalation point for complex issues, major incidents, service disruptions, and operational concerns. The role helps drive service excellence, process maturity, knowledge management, and continuous improvement while ensuring support services align with business needs and Service Delivery objectives.

This position combines leadership, operational management, technical expertise, stakeholder engagement, and hands‑on support responsibilities.

You’ll shape how employees experience IT every day. Removing friction, accelerating resolution and helping build a Service Desk that people truly, rely on and recommend. By leading the frontline support experience for European and Australian employees, you’ll improve productivity, strengthen trust in IT, and help drive a more consistent, and scalable support operation across Europe and Australia.

• Provide day-to-day leadership and coordination of Service Desk operations supporting Autovista employees across Europe.
• Act as the primary regional escalation point for complex incidents, high-priority requests, and service disruptions.
• Monitor Service Desk queues, workloads, response times, backlogs, and service performance metrics.
• Ensure incidents and requests are accurately prioritized, assigned, escalated, and resolved within defined service levels.
• Assist with workforce planning, scheduling, coverage management, and operational readiness.
• Support the Service Desk Manager in achieving departmental objectives, service targets, and operational improvements.
• Provide leadership coverage during periods when the Service Desk Manager is unavailable.

• Provide coaching, mentorship, and day‑to‑day guidance to Service Desk analysts.
• Lead team meetings, knowledge‑sharing sessions, operational reviews, and improvement initiatives.
• Support onboarding and training of new employees.
• Foster a culture of accountability, collaboration, customer service, and continuous improvement.
• Participate in performance discussions, development planning, and employee growth initiatives in partnership with the Service Desk Manager.
• Lead by example through professionalism, technical excellence, and customer‑focused service delivery.

• Champion ITIL‑aligned service management practices across Incident, Request, Major Incident, Knowledge, and Problem Management processes.
• Monitor service performance against agreed service levels and operational targets.
• Identify trends, recurring issues, and opportunities for service improvement.
• Drive continual service improvement initiatives aimed at increasing efficiency, quality, and customer satisfaction.
• Ensure accurate documentation, reporting, and workflow adherence within ITSM platforms.

• Act as a senior technical resource for complex incidents involving:
  • Microsoft 365
  • Entra  / Active Directory
  • Intune and Endpoint Management
  • Device provisioning and lifecycle management
  • Collaboration technologies
  • Identity and access management
  • Network connectivity
  • End‑user computing technologies
• Coordinate resolution efforts across Infrastructure, Security, Application Support, and third‑party vendors.
• Participate in major incident response and stakeholder communications.
• Assist with root‑cause investigations and post‑incident reviews.

• Develop strong working relationships with business leaders, technology teams, vendors, and support partners.
• Act as a trusted partner for regional leadership…