Service Desk Lead
Posted 7 days ago by VIQU Limited on Reed
£300 Per day
Undetermined
Onsite
London
Summary: The Service Desk Lead is a hands-on technical role focused on leading a team in resolving support tickets and improving service quality. This position requires a collaborative individual who can guide peers and drive procedural enhancements without direct line management responsibilities. The role is based in London and requires on-site presence five days a week. The ideal candidate will possess strong technical skills and experience in IT support, particularly with tools like Office 365 and ticketing systems.
Key Responsibilities:
- Take ownership of escalated 1st and 2nd line support issues, especially those stuck or unresolved in the ticketing system.
- Act as the lead engineer on the Service Desk, guiding peers in prioritisation, escalation, and resolution best practices.
- Work hands-on with tools such as Zoho Desk, O365, Active Directory, and AzureAD to support users across the business.
- Review and follow up on stagnant tickets, ensuring clear accountability and timely resolution.
- Recommend and reinforce new prioritisation and escalation procedures.
- Collaborate with senior stakeholders to improve the user experience and internal IT service reputation.
- Contribute to the medium-term improvement roadmap for Service Desk processes and service delivery models.
- Provide informal mentoring and leadership within the team by setting the standard for service excellence.
Key Skills:
- Strong experience in a Service Desk or IT Support Engineer role, with demonstrated team leadership or lead-level influence.
- Deep technical knowledge of Office 365, Active Directory, AzureAD, and user/device management tools.
- Proven experience with ticketing systems (Zoho Desk preferred) and service delivery frameworks (ITIL or similar).
- A proactive and collaborative mindset with the confidence to propose and champion process improvements.
- Strong communication skills, especially when engaging with senior stakeholders.
- Track record of driving accountability, unblocking issues, and promoting follow-up culture in support environments.
Salary (Rate): £300
City: London
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: Senior
Industry: IT