Service Desk Manager / Team Leader

About the role

Our client, a global market‑leader, is seeking an experienced Service Desk Manager / Team Leader to oversee a team of support engineers based in the UK and China while staying actively involved in technical service delivery.

Key responsibilities

• Lead, mentor and support a team of five support engineers across multiple locations.
• Oversee incident, service request and problem management in line with ITIL best practices.
• Monitor and report on service performance against SLAs and KPIs.
• Drive continuous improvement of service‑desk processes, tools and user experience.
• Act as the senior 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 ticketing systems (Jira) and knowledge‑base platforms (Confluence).
• Document processes, procedures and known errors.
• 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 such as ITIL.
• Experience managing SLAs, KPIs and reporting metrics.
• Excellent troubleshooting, problem‑solving and stakeholder‑management abilities.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• ITIL framework (Foundation or higher).
• Windows‑based infrastructure knowledge (Azure, Active Directory, ADUC).
• Workstation deployment tools (MDT).
• Ticketing systems (Jira Service Management, Deskpro).
• Knowledge‑base platforms (Confluence).
• Audio‑visual equipment management.

What we offer

• Competitive salary ranging from £60,000 to £65,000 per year.
• Excellent benefits package and performance‑based bonus.
• Opportunity to work with a global, market‑leading organisation.