At a Glance
- Tasks: Lead IT Service Desk operations and ensure top-notch service delivery across critical platforms.
- Company: Join a forward-thinking enterprise focused on innovation and collaboration.
- Benefits: Attractive salary, health perks, remote work options, and growth opportunities.
- Other info: Dynamic role with opportunities for professional development and cross-functional collaboration.
- Why this job: Make a real impact by enhancing IT services and mentoring future leaders.
- Qualifications: 8+ years in IT operations with strong leadership and incident management skills.
The predicted salary is between 55000 - 65000 £ per year.
The Senior Associate is responsible for overseeing enterprise IT Service Desk operations and ensuring resilient service delivery across Collaboration, End-User Computing (EUC) and business-critical enterprise platforms. The role provides operational leadership for incident governance, service performance management and stakeholder coordination, ensuring SLA adherence and continuous service improvement. This position serves as a senior escalation point, mentors junior analysts and supports progression toward formal service management responsibility.
Key Responsibilities
- Oversee and govern L1 Service Desk operations to ensure service availability, SLA compliance and quality standards.
- Lead support for business-critical enterprise platforms including Replicon, SAP and Workday, ensuring high availability, access governance and coordinated incident resolution.
- Oversee operational support for proprietary platforms including Tiger and Titan, ensuring service resilience, performance monitoring and cross-functional incident management.
- Own operational performance reporting, including MTTR, SLA adherence and incident trend analysis.
- Lead Major Incident Management (P1/P2), acting as Incident Commander across technical teams and business stakeholders.
- Provide advanced support and operational oversight for Collaboration platforms such as Microsoft Teams and Webex.
- Manage EUC operations including Windows environments, Intune-managed devices, MIM identity systems and enterprise endpoint security.
- Manage Active Directory and Azure AD governance, access control and compliance standards.
- Coordinate cross-functionally with Infrastructure, Security and Application teams to ensure service continuity.
- Partner with Problem Management to conduct root cause analysis (RCA) and drive systemic service improvements.
- Lead quality assurance reviews, enforce ITIL-aligned operational processes and maintain accurate ITSM documentation in ServiceNow.
- Contribute to observability strategy using Grafana, Azure Monitor, CloudWatch and Power BI dashboards.
- Mentor analysts and contribute to operational maturity and service governance frameworks.
Required Qualifications
- 8+ years of enterprise IT operations experience.
- Proven leadership in Major Incident Management within regulated or enterprise environments.
- Strong expertise in ITIL-based service governance and ServiceNow ITSM.
- Experience managing enterprise Collaboration, EUC and business-critical platforms including Replicon, SAP and Workday.
- Demonstrated stakeholder management across business and technical functions.
- Experience working in global or multi-site environments.
Senior Enterprise IT Service Desk and Incident Lead employer: Vialto
As a leading employer in the IT sector, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to excel. With a strong focus on professional development, we offer extensive training opportunities and mentorship programmes, ensuring that our team members can grow their careers while contributing to meaningful projects. Located in a vibrant area, our workplace provides a dynamic environment where creativity and teamwork thrive, making it an ideal place for those seeking a rewarding career in enterprise IT service management.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Enterprise IT Service Desk and Incident Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work in enterprise environments. A friendly chat can lead to insider info about job openings or even referrals that could give you a leg up.
✨Tip Number 2
Prepare for interviews by brushing up on your incident management skills. Be ready to discuss real-life scenarios where you've led major incidents or improved service delivery. We want to hear how you’ve made a difference!
✨Tip Number 3
Showcase your leadership abilities! When chatting with potential employers, highlight your experience mentoring junior analysts and leading cross-functional teams. It’s all about demonstrating that you can guide others while keeping service excellence in mind.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Senior Enterprise IT Service Desk and Incident Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the specific skills and experiences that match the Senior Enterprise IT Service Desk and Incident Lead role. Highlight your leadership in Major Incident Management and any relevant ITIL experience to catch our eye!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your experience with enterprise platforms like SAP and Workday, and how you can contribute to our service delivery excellence.
Showcase Your Problem-Solving Skills:In your application, don’t forget to highlight your ability to conduct root cause analysis and drive systemic improvements. We love candidates who can think critically and lead teams through complex incidents!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Vialto
✨Know Your ITIL Inside Out
Since the role heavily focuses on ITIL-based service governance, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially in incident management and service delivery.
✨Showcase Your Leadership Skills
This position requires strong leadership, so prepare examples of how you've led teams or projects in the past. Think about times when you mentored junior analysts or coordinated cross-functional teams to resolve incidents.
✨Familiarise Yourself with Key Platforms
Get to know the business-critical platforms mentioned in the job description, like Replicon, SAP, and Workday. If you have experience with these, be ready to share specific instances where you ensured their availability and performance.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills in major incident management. Think through potential incidents you’ve managed before and how you would approach them, including communication with stakeholders and technical teams.
