Lead Service Desk Analyst

Carbon3 develops, owns and operates AI infrastructure across the UK, powered by renewable energy. Converting legacy industrial and energy sites into modern data‑centre facilities, Carbon3 is combining brownfield regeneration opportunities with cleaner, efficient, scalable compute capacity for healthcare, research, finance, enterprise, and public‑sector organisations.

We're seeking an experienced Lead Service Desk Analyst to head our technical support operations for our AI cloud infrastructure services. You'll lead the service desk team in delivering exceptional support to clients running GPU accelerated workloads and high‑performance computing environments.

Reports to:

Head of Service Delivery, Assurance and Support

• Lead and mentor the service desk team, ensuring rapid response to incidents and service requests.
• Manage escalations for GPU cluster, networking, and infrastructure issues.
• Work closely with the Corporate IT team to align service desk operations with wider IT standards and governance.
• Develop and maintain support procedures, knowledge base articles, and runbooks for AI/ML workloads and internal business critical applications.
• Coordinate with infrastructure, networking & engineering teams to resolve complex technical issues.
• Monitor SLA compliance and drive continuous improvement in service delivery.
• Management reporting including SLA status reporting, opportunities for improvement and risks.
• Provide technical guidance on cloud platform issues, including compute, storage, and networking.
• Participate in on‑call rotation for critical infrastructure support.
• Extensive experience within IT service desk/support roles with experience in a lead or senior capacity.
• Strong understanding of cloud infrastructure (ideally GPU/HPC environments).
• Experience with ITIL frameworks and ticketing systems (Service Now, Jira, HaloITSM or similar).
• Excellent troubleshooting skills across Linux/Windows, networking, and virtualization.
• Strong communication skills with ability to explain technical concepts to varied audiences.
• Experience supporting AI/ML or HPC infrastructure.
• Knowledge of NVIDIA GPU architectures and CUDA.
• Familiarity with Kubernetes, containerization, or Infini Band networking.
• Knowledge of industrial control systems.

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.