Service Desk Lead

Service Desk Lead – 6-month contract – London

My Customer is looking for a Service Desk Lead—a hands-on, technically proficient engineer who thrives in a collaborative environment and naturally leads by example. While this role does not involve direct line management, you will be the technical and procedural lead within the team, driving service quality improvements and ensuring efficient and consistent resolution of support tickets.

The Service Desk Lead is required to be onsite in London 5 days a week.

Key Responsibilities of the Service Desk Lead:

• 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.

Required Experience:

• 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.

To discuss this exciting Senior Service Desk Lead opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Administrator. Additionally, you can contact Connor Smal, by exploring the VIQU IT Recruitment website.

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