Service Desk Engineer / Lead (£55k-£65k)

About the role

We are seeking an experienced Service Desk Engineer who will also take on a leadership role within our IT Service Desk. You will be responsible for both hands‑on technical delivery and guiding a team to ensure high‑quality support for our users.

Key responsibilities

• Lead, mentor and support the IT Service Desk to deliver consistent, high‑quality support.
• Oversee incident, service request and problem management in line with ITIL best practices.
• Monitor and report on service performance against SLAs and KPIs.
• Act as an escalation point for complex or high‑priority incidents.
• Collaborate with infrastructure, applications and security teams to resolve issues efficiently.
• Manage service desk tooling such as Jira Service Management, Deskpro, Confluence and maintain knowledge‑base content.
• Maintain a fleet of audio‑visual equipment across national and international sites.

Required profile

• Proven experience in IT support or service desk roles with leadership responsibility.
• Strong understanding of IT service management frameworks, particularly ITIL.
• Experience managing SLAs, KPIs and reporting metrics.
• Excellent troubleshooting, communication and stakeholder management skills.

Required skills

• ITIL (Foundation or higher).
• Windows‑based infrastructure knowledge (Azure, ADUC).
• Workstation deployment tools (MDT).
• Service desk tools (Jira Service Management, Deskpro, JIRA, Confluence).
• Familiarity with Windows 11, macOS and Ubuntu environments.

What we offer

• Competitive salary ranging from £55,000 to £65,000 per year.
• Excellent benefits package and performance bonus.
• Opportunity to lead a dynamic service desk team in a global market‑leading organisation.