Service Desk Lead
Posted 7 days ago by VIQU Limited on CVLibrary
£300 Per day
Undetermined
Onsite
London
Summary: The Service Desk Lead is a hands-on technical role focused on leading the Service Desk team in London, ensuring high-quality support and efficient resolution of tickets. This position requires collaboration with stakeholders to enhance user experience and service delivery while providing informal mentorship to team members. The role emphasizes ownership of escalated support issues and the implementation of process improvements. The Service Desk Lead will work onsite five days a week for a 6-month contract.
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