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For Companies At a Glance
- Tasks: Lead a global IT Service Desk, managing multi-site operations and driving ITSM processes.
- Company: Join a dynamic global team focused on delivering exceptional IT support.
- Benefits: Enjoy flexible working with occasional office visits and competitive daily rates.
- Why this job: Be part of a world-class employee experience while utilising cutting-edge ITIL practices.
- Qualifications: ITIL v3/v4 certification and hands-on experience with ServiceNow required.
- Other info: Contract role from May 2025 to December 2025, ideal for those seeking impactful leadership.
The predicted salary is between 48000 - 72000 £ per year.
Global IT Service Desk Lead
Location: Manchester (occasional office visits)
Contract: 1 May 2025 – 31 December 2025
Setup: Contract Daily Rate (inside ir35)
We are seeking a seasoned Global IT Service Desk Lead to oversee multi-site IT Service Desks across six locations in a multi-vendor landscape. You’ll harness ITIL best practices to drive ITSM processes, leverage the ServiceNow platform for seamless service request management and integrations, and forge strong stakeholder and vendor relationships to underpin a world-class employee experience.
- Service Management & Strategy: Lead the end-to-end Service Desk strategy, aligning roadmaps to business and IT priorities; embed ITIL-based workflows and SLA/OLA frameworks.
- ITSM & Tools: Utilise ServiceNow Products (including incident, problem and change modules) to automate ticketing, reporting and service improvement plans; bonus points for deep ServiceNow skillset.
- Performance & Reporting: Own the Global IT Service Desk budget; build and maintain relationships with regional IT Directors, Business Technology Groups and external suppliers; coordinate support, escalations and continuity planning.
- Partner with Incident Management and Command Centre teams to ensure rapid resolution; support problem management in implementing remedial actions.
Requirements:
- Budget and cost management
- ITIL v3/v4 certification
- ITSM service request management
- Hands-on experience with ServiceNow Products
- Stakeholder management across senior levels
- Vendor selection, negotiation and performance oversight
Service Desk Team Leader *Management *Support *ITIL *Customer Focused employer: Airswift
Contact Detail:
Airswift Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Leader *Management *Support *ITIL *Customer Focused
✨Tip Number 1
Familiarise yourself with ITIL best practices and be ready to discuss how you've implemented them in previous roles. Highlight specific examples where your leadership has improved service desk performance or customer satisfaction.
✨Tip Number 2
Brush up on your ServiceNow skills, especially in the incident, problem, and change modules. Be prepared to share how you've used these tools to enhance service request management and reporting in past positions.
✨Tip Number 3
Showcase your experience in stakeholder and vendor management. Think of instances where you've successfully built relationships with senior leaders or external suppliers, and be ready to discuss your approach to negotiation and performance oversight.
✨Tip Number 4
Prepare to talk about budget and cost management strategies you've employed in previous roles. Highlight any specific achievements related to managing service desk budgets and how you ensured alignment with business priorities.
We think you need these skills to ace Service Desk Team Leader *Management *Support *ITIL *Customer Focused
Some tips for your application 🫡
Understand the Role: Take time to thoroughly read the job description for the Service Desk Team Leader position. Understand the key responsibilities, required skills, and how your experience aligns with their needs.
Tailor Your CV: Customise your CV to highlight relevant experience in IT service management, particularly with ITIL practices and ServiceNow. Use specific examples that demonstrate your leadership and stakeholder management skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT service management and your ability to lead a team. Mention your familiarity with ITIL frameworks and your experience in managing multi-site service desks.
Highlight Achievements: In both your CV and cover letter, focus on quantifiable achievements from previous roles. For instance, discuss how you improved service delivery times or enhanced customer satisfaction through effective management strategies.
How to prepare for a job interview at Airswift
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL best practices during the interview. Be prepared to discuss how you've implemented ITIL workflows in previous roles and how they contributed to service improvement.
✨Demonstrate ServiceNow Expertise
Since the role requires hands-on experience with ServiceNow, be ready to share specific examples of how you've used its modules for incident, problem, and change management. Discuss any automation or reporting improvements you've achieved using the platform.
✨Emphasise Stakeholder Management Skills
This position involves building relationships with various stakeholders. Prepare to talk about your experience in managing senior-level relationships and how you’ve successfully coordinated with different teams to achieve common goals.
✨Prepare for Budget Management Questions
As budget and cost management is a key responsibility, be ready to discuss your experience in this area. Share examples of how you've managed budgets effectively and any strategies you've employed to optimise costs while maintaining service quality.
