At a Glance
- Tasks: Lead a team to deliver top-notch support for AI cloud infrastructure services.
- Company: Join Carbon3, a mission-driven start-up transforming energy sites into modern data centres.
- Benefits: Enjoy autonomy, visibility with leadership, and the chance to shape a next-gen company.
- Other info: Opportunity for career growth in a dynamic, innovative environment.
- Why this job: Make a real impact in a growing field while working with cutting-edge technology.
- Qualifications: Extensive IT service desk experience, strong troubleshooting skills, and knowledge of cloud infrastructure.
The predicted salary is between 36000 - 60000 £ per year.
Carbon3 develops, owns and operates AI infrastructure across the UK, powered by renewable energy. Converting legacy industrial and energy sites into modern data‑centre facilities, Carbon3 is combining brownfield regeneration opportunities with cleaner, efficient, scalable compute capacity for healthcare, research, finance, enterprise, and public‑sector organisations.
We are seeking an experienced Lead Service Desk Analyst to head our technical support operations for our AI cloud infrastructure services. You will lead the service desk team in delivering exceptional support to clients running GPU accelerated workloads and high‑performance computing environments.
Reports to: Head of Service Delivery, Assurance and Support
Key Responsibilities:
- Lead and mentor the service desk team, ensuring rapid response to incidents and service requests.
- Manage escalations for GPU cluster, networking, and infrastructure issues.
- Work closely with the Corporate IT team to align service desk operations with wider IT standards and governance.
- Develop and maintain support procedures, knowledge base articles, and runbooks for AI/ML workloads and internal business critical applications.
- Coordinate with infrastructure, networking & engineering teams to resolve complex technical issues.
- Monitor SLA compliance and drive continuous improvement in service delivery.
- Management reporting including SLA status reporting, opportunities for improvement and risks.
- Provide technical guidance on cloud platform issues, including compute, storage, and networking.
- Participate in on‑call rotation for critical infrastructure support.
Qualifications:
- Extensive experience within IT service desk/support roles with experience in a lead or senior capacity.
- Strong understanding of cloud infrastructure (ideally GPU/HPC environments).
- Experience with ITIL frameworks and ticketing systems (ServiceNow, Jira, HaloITSM or similar).
- Excellent troubleshooting skills across Linux/Windows, networking, and virtualization.
- Strong communication skills with ability to explain technical concepts to varied audiences.
- Experience supporting AI/ML or HPC infrastructure.
- Knowledge of NVIDIA GPU architectures and CUDA.
- Familiarity with Kubernetes, containerization, or InfiniBand networking.
- Knowledge of industrial control systems.
Why Join Carbon3.ai: You will be joining a mission‑driven start‑up building critical national infrastructure, where operational excellence directly enables growth. This role offers high visibility with leadership, real autonomy, and the chance to shape how a next‑generation company operates at scale.
Lead Service Desk Analyst employer: Carbon3ai Limited.
At Carbon3, we pride ourselves on being an exceptional employer that champions innovation and sustainability in the tech industry. Our collaborative work culture fosters professional growth and development, providing employees with the opportunity to lead impactful projects in AI infrastructure while working alongside a passionate team dedicated to transforming the future of energy and technology. Located in the heart of the UK, we offer a unique chance to contribute to meaningful initiatives that not only advance your career but also support a greener planet.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal project that highlights your expertise in cloud infrastructure and support. This will give you something tangible to discuss during interviews and set you apart from the crowd.
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on your troubleshooting skills and be ready to explain how you’d handle specific technical issues. Practice makes perfect, so consider mock interviews with friends or mentors.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals who want to make a difference. Plus, applying directly shows your enthusiasm for joining our mission-driven team at Carbon3.
We think you need these skills to ace Lead Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Lead Service Desk Analyst role. Highlight your experience in IT service desk/support, especially in leading teams and managing escalations. We want to see how your skills align with our mission at Carbon3!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about AI infrastructure and how your background makes you the perfect fit for our team. Don’t forget to mention any experience with GPU/HPC environments!
Show Off Your Technical Skills:We’re looking for someone with strong troubleshooting skills across Linux/Windows and networking. Make sure to include specific examples of how you've tackled complex technical issues in your previous roles. This will help us see your expertise in action!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of it. Plus, it shows you’re keen on joining our mission-driven start-up!
How to prepare for a job interview at Carbon3ai Limited.
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of cloud infrastructure, especially GPU and HPC environments. Be ready to discuss your experience with troubleshooting across Linux/Windows and networking, as well as any specific tools like ServiceNow or Jira that you've used.
✨Showcase Your Leadership Skills
As a Lead Service Desk Analyst, you'll be expected to mentor your team. Prepare examples of how you've led teams in the past, managed escalations, and improved service delivery. Highlight your ability to communicate technical concepts clearly to different audiences.
✨Familiarise Yourself with AI/ML Workloads
Since Carbon3 focuses on AI infrastructure, it’s crucial to understand AI/ML workloads. Be prepared to discuss your experience in this area and how you can contribute to developing support procedures and knowledge base articles for these technologies.
✨Demonstrate Continuous Improvement Mindset
Talk about how you've driven improvements in service delivery in previous roles. Bring examples of how you've monitored SLA compliance and identified opportunities for enhancement. This will show that you're proactive and committed to operational excellence.
