Lead Service Desk Aanlyst

Up to £55,000 per annum plus bonus and benefits

Site based – South West London

Our client, a globally recognised giant in the Design and Engineering space, is looking for an experienced Service Desk Analyst Lead to be responsible for the smooth running of their Service Desk and lead the team successfully. As the Lead Service Desk Analyst, you will be responsible for service quality, efficient resolution of tickets, and a culture of continuous improvement, working closely with the problem and change managers. In the role, you will also work to ensure effective day-to-day service delivery by coordinating staff, resources, and processes to meet service level agreements (SLAs) and user satisfaction targets.

Responsibilities

• Service Desk Operational Leadership - Provides direction to the Service Desk team to consistently meet or exceed agreed service targets (e.g., response times, resolution times, user satisfaction).
• ITSM Process Governance (Operational Level) - Collaborates with the Incident, Problem and Change Managers where applicable to ensure smooth coordination and escalation between processes.
• Support major incident response from an operational standpoint, ensuring effective communication, correct prioritisation, appropriate resource allocation, and structured post-incident reviews.
• Resource Planning & Team Management - Works with the End User Support Manager on workforce planning, capacity management, and budgeting for operational teams.
• Identifies training and development needs across Service Desk and ITSM functions, ensuring staff can deliver against SLAs.
• Support Service Desk Team by providing guidance, performance reviews, and coaching.
• Reporting & Operational Metrics - Produce and present operational reports (daily, weekly, monthly, covering: Incident and Request processes & performance - Ticket SLA compliance.
• User Satisfaction & Feedback - Uses data insights to propose and drive operational enhancements (e.g., process automation, knowledge base improvements).
• Stakeholder Management & Communication - Serves as a contact between IT Service Management teams and the business for day-to-day service queries, escalations, or complaints.

Qualities and Skills Required

• ITIL Expertise
• Comprehensive understanding of ITIL/ITSM frameworks (ITIL 4 Foundation minimum; ITIL Managing Professional or specific practice certifications highly desirable).
• Demonstrable experience in leading Incident, Major Incident, Knowledge Management, and Request fulfilment within a live environment.
• Proven experience in driving ITIL process maturity improvement in an operational environment.
• Proven experience of supervising day-to-day service desk or IT support operations.
• Ability to manage multiple priorities and work under pressure.
• Process & Performance Management - Ability to create, interpret, and present ITSM metrics, identifying root causes for performance issues and implementing improvements.
• Familiarity with ITSM tools (ServiceNow and/or FreshService), operational dashboards, and automation.
• Maintain comprehensive documentation of Service Desk work instructions and end user self-help articles.
• Provide training and support to operational teams to ensure they optimise service delivery according to best practice guidance.
• Able to demonstrate initiative and a proactive approach to daily tasks.
• Able to work as part of an effective team assisting and supporting team members.

Desirable

• Knowledge of infrastructure technologies and best practices.
• Ability to take the initiative, challenge the status quo, and drive change.
• Able to build trusted partnerships and communicate candidly.
• Familiarity with lean or agile methodologies (e.g., Kanban, DevOps) is beneficial.
• Experience working with digital experience monitoring tools (e.g., Nexthink) to transform from reactive to proactive incident and problem management.
• Comfortable operating in a dynamic, fast-paced environment with shifting priorities.
• Experience working in agile environments.