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Experience:
Minimum of 8–10 years overall in IT Service Desk experience in the UK, with a minimum of 3 years in a Service Desk Lead role
Role Overview:
We are seeking an experienced Service Desk Lead with strong expertise in Microsoft 365 technologies to lead and manage enterprise service desk operations. The role requires effective team leadership, customer engagement, escalation management, and hands-on technical resolution capabilities within an ITIL-governed environment.
Key Responsibilities
Lead, mentor, and supervise Level 1 and Level 2 service desk engineers.
Ensure adherence to defined SLAs, KPIs, and operational standards.
Manage shift rosters, workload distribution, and team capacity planning.
Conduct performance reviews, coaching sessions, and skill development initiatives.
Drive continuous improvement initiatives to enhance service desk efficiency and quality.
Act as the primary point of contact for customers and key stakeholders.
Build and maintain strong client relationships through regular communication and reviews.
Ensure high levels of customer satisfaction by proactively addressing service concerns.
Represent the service desk in client meetings, service reviews, and operational discussions.
Own and manage technical and operational escalations through resolution.
Coordinate with internal engineering teams, vendors, and Microsoft support when required.
Perform root cause analysis (RCA) for recurring or critical incidents.
Implement corrective and preventive actions to avoid incident recurrence.
Provide hands-on support and guidance for complex technical issues escalated from the team.
Oversee incident, problem, change, and request management processes.
Ensure proper documentation of SOPs, KB articles, and troubleshooting guides.
Monitor service desk tools, dashboards, and reporting for service health and trends.
Strong working knowledge and operational leadership across:
Microsoft Endpoint Management (Intune / MDM)
Microsoft Teams (User support, policies, collaboration issues)
OneDrive Migration & Support
Exchange Online (Mail flow, mailbox management, hybrid scenarios)
User onboarding/offboarding and license management
Security, compliance, and access control fundamentals in M365
Required Skills & Qualifications
Mandatory Certifications & Training
Microsoft 365 Certified (any relevant M365 certification)
ITIL v3/v4 Certified or ITIL Trained
Minimum 8–10 years in IT Service Desk operations.
At least 3 years of experience as a Service Desk Lead or Team Lead.
Proven experience managing enterprise-scale service desk operations.
Strong knowledge of ITIL processes (Incident, Problem, Change, Request).
Experience working in 24×7 or global support environments is a plus.
Communication & Language Skills
Excellent verbal and written communication skills.
English proficiency equivalent to IELTS Band 7 or above is mandatory.
Ability to communicate effectively with global customers and senior stakeholders.