Service Desk Lead in London

Across the data center industry – from deployment, through operations and maintenance, to decommissioning – Salute is the industry leader of delivering global data center services executed with precision. At Salute, we don’t have employees. We have team members. It’s our culture, and it’s a significant driver of the success we're able to deliver for our clients. This team-oriented culture is defined by transparent communication, collaborative development and deployment of procedures and best practices, a customer service mindset both internally and externally, and a strong commitment to safety and responsibility.

As an IT Service Desk Lead you are responsible for managing the day-to-day operations of the IT Service Desk team in the UK, ensuring timely and effective resolution of incidents and service requests. This role focuses on delivering excellent customer service, maintaining high levels of system availability and compliance, and driving continuous improvement in IT support processes.

• Lead and mentor the UK Service Desk team, ensuring adherence to SLAs and KPIs.
• Oversee the logging, prioritisation, and resolution of IT incidents and service requests.
• Ensure proper escalation to second/third-line support or vendors when required.
• Maintain a high level of customer satisfaction through clear communication and timely updates.
• Ensure compliance with ITIL (Information Technology Infrastructure Library) best practices and company policies, ISO27001 & Cyber Essentials plus.
• Maintain accurate documentation of processes and knowledge base articles.
• Drive initiatives to improve first-call resolution and reduce ticket volumes.
• Provide IT Support Specialist Tier II support and respond to client issues, ensuring efficient resolution for Windows, macOS, and mobile devices (iOS/Android).
• Manage and configure Microsoft 365 applications, including Exchange Online, SharePoint, Teams, Security & Compliance Centers, and OneDrive.
• Utilize Microsoft Intune for device management, policy enforcement, and Windows Autopilot for device provisioning.
• Troubleshoot and resolve PCs, laptops, printers, and other peripheral devices; provide support for software installations, patch management, and driver updates.
• Maintain accurate service tickets, document solutions, and ensure timely communication with clients using ITSM tools.
• Take the initiative to spot and fix potential problems before they elevate.
• Demonstrate a strong customer‑first mindset, ensuring all service desk interactions are professional, empathetic, and aligned with service standards.
• Act as an escalation point for customer issues, ensuring timely resolution and clear communication.
• Build positive relationships with internal and external customers, maintaining high levels of satisfaction.
• Continuously seek feedback to improve the customer experience and service delivery.
• Strong time‑management and prioritisation skills, able to manage competing demands effectively.
• Proactive and self‑motivated, with the ability to work independently and take ownership of outcomes.
• Demonstrate adaptability and openness to change in a fast‑paced operational environment.
• Excellent communication skills, both verbal and written, with the ability to influence and guide others.
• Provide day‑to‑day leadership and guidance to service desk, ensuring operational coverage and service continuity.
• Monitor incident, request, and problem queues to ensure SLAs and OLAs are consistently met.
• Ensure processes are followed in line with ITIL or organisational service management frameworks, including ISO27001 & Cyber Essentials Plus.
• Identify and implement process improvements to increase efficiency and reduce recurring issues.
• Produce operational reports and insights for management review, to drive improvement and efficiencies.

• Preferred qualifications: ITIL Foundation Certificate or ITIL v3, A+ Certification or similar Microsoft Training, Demonstrable experience delivering IT Support to a high standard.
• Required skills & experience: Experience in a service desk or call‑centre support environment, Strong knowledge of PC hardware, Windows 10/11, and common software applications, Proficient in Office 365 administration and support, including Outlook and core MS Office apps.