Service Desk Team Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and coordinate daily Service Desk operations for Autovista employees throughout Europe.

• Serve as the main regional escalation point for intricate incidents, urgent requests, and service interruptions.

• Oversee Service Desk queues, workloads, response times, backlogs, and performance metrics.

• Ensure that incidents and requests are prioritized, assigned, escalated, and resolved within established service levels.

• Assist in workforce planning, scheduling, coverage management, and operational readiness.

• Support the Service Desk Manager in meeting departmental goals, service targets, and operational enhancements.

• Provide leadership coverage in the absence of the Service Desk Manager.

• Mentor, coach, and guide Service Desk analysts.

• Facilitate team meetings, knowledge-sharing sessions, operational reviews, and initiatives for improvement.

• Aid in the onboarding and training of new staff.

• Advocate for ITIL-aligned Incident, Request, Major Incident, Knowledge, and Problem Management practices.

• Monitor service performance against agreed service levels and operational objectives.

• Identify patterns, recurring issues, and opportunities for service improvement.

• Propel continuous service improvement initiatives.

• Ensure precise documentation, reporting, and adherence to workflows within ITSM platforms.

• Provide senior technical support and coordinate the resolution of complex incidents involving Microsoft 365, Entra ID/Active Directory, Intune, endpoint management, device lifecycle, collaboration technologies, identity and access management, network connectivity, and end-user computing.

• Coordinate resolutions across Infrastructure, Security, Application Support, and third-party vendors.

• Take part in major incident response, stakeholder communication, root-cause analysis, and post-incident evaluations.

• Build relationships with business leaders, technology teams, vendors, and support partners.

• Communicate service impacts, risks, escalations, and improvements to stakeholders.

• Establish and maintain knowledge articles, documentation, support procedures, and operational playbooks.

• Identify potential for automation, standardization, self-service, and workflow optimization.

• Contribute to the global integration and maturation of the Service Desk.

• Support enhancements in tools, reporting, and operational governance initiatives.

• Primarily align with UK and greater EU business hours while supporting a globally integrated Service Desk.

• Participate in major incident support and critical operational escalations as needed.

• Provide additional assistance during major incidents, critical business outages, and scheduled technology events.

⛳️ Requirements

• Post-secondary diploma or degree in Information Technology, Computer Science, Business, or a related field, or equivalent practical experience.

• Over 5 years of experience in Service Desk, Technical Support, End User Services, or IT Operations.

• At least 2 years of experience in leadership, supervision, mentoring, or team leadership roles.

• Familiarity with operating in an ITIL-based service management environment.

• Experience in supporting geographically dispersed teams and business users.

• Proven track record in managing escalations, major incidents, and urgent service disruptions.

• Experience with ITSM platforms like Jira Service Management, ServiceNow, Freshservice, or similar solutions.

• Preference for candidates with international or multi-region support experience.

• Experience in supporting remote and hybrid workforces is preferred.

• Familiarity with service reporting, metrics, dashboards, and operational governance is advantageous.

• Experience contributing to Service Desk transformation, consolidation, or process improvement initiatives is a plus.

• Proficient in Microsoft 365 Administration.

• Knowledge of Microsoft Entra ID / Active Directory.

• Experience with Microsoft Intune and Endpoint Management.

• Familiarity with Remote Support Platforms.

• Proficient in Jira Service Management or equivalent ITSM platforms.

• Knowledge of device lifecycle and asset management.

• Understanding of Identity and Access Management.

• Familiarity with Microsoft Teams and collaboration technologies.

• Knowledge Management and documentation practices.

• Experience in service reporting and operational dashboards.

• Strong leadership and coaching abilities.

• Excellent stakeholder management skills.

• Expertise in incident and escalation management.

• Strong analytical and problem-solving capabilities.

• Effective prioritization and decision-making skills.

• Excellent written and verbal communication abilities.

• A mindset focused on process improvement and continuous enhancement.

• Ability to thrive in high-pressure operational environments.

• Strong organizational and time-management skills.

• Capability to balance strategic thinking with hands-on operational execution.

• Primarily aligned with UK and greater EU business hours.

• Participation in major incident support and critical operational escalations as necessary.

• Flexibility to provide additional support during major incidents, critical business outages, and scheduled technology events.

🏝️ Benefits

• Opportunity for remote work within the UK.

• Occasional travel for team events, planning sessions, audits, or project initiatives.

• Accommodations available during the recruitment and selection process.