Service Desk Transformation Lead

Service Desk Transformation Lead

Outside IR35 – Hybrid

We are working with our client to appoint an experienced Service Desk Transformation Lead to take ownership of a significant IT service transformation programme.

This is not simply a Service Desk management position. We are looking for someone who has genuine, hands-on experience transforming service desk and ITSM operations — someone who can take an inefficient environment, understand what is driving the issues, and implement the processes, workflows, automation and cultural changes required to create a modern, high-performing service.

You will lead the end-to-end transformation of the Service Desk, combining technology, process and people to deliver a more efficient, measurable and customer-focused IT service.

A major focus will be on moving the Service Desk away from reactive ticket management towards a structured, automated and proactive ITSM model.

You will be expected to challenge existing processes, identify opportunities for improvement and implement practical solutions that reduce ticket volumes, improve resolution times, strengthen SLA performance and ultimately improve the experience for both IT teams and end users.

Key Responsibilities

• Lead the end-to-end transformation of the Service Desk and ITSM operating model