Service Desk Lead

About the Client
A well‑established and forward‑leaning insurance organisation, recognised for delivering high‑quality customer experiences and continually investing in modern technology capabilities. Backed by a global parent, they combine strong governance and stability with a genuine focus on innovation, service excellence, and continuous improvement.
As the organisation continues to strengthen its Technology function, this role sits at the forefront of service delivery transformation, ensuring a high‑performing, efficient, and customer‑centric service desk capability that underpins the wider business. You’ll join a collaborative and culture‑driven environment that values accountability, technical expertise, and leadership at all levels.

What You Will Be Doing
Service Desk Leadership & Capability Uplift
Lead and mentor the Service Desk function, acting as the senior escalation point while uplifting team capability, processes, and overall service maturity.
Incident & Service Management Excellence
Drive ITIL‑aligned practices across Incident, Service Request, Problem, Change, and Knowledge Management, ensuring strong governance, SLA adherence, and continual improvement.
Major Incident & Escalation Management
Take ownership of critical incidents, coordinating cross‑team resolution, managing stakeholder communications, and ensuring timely service restoration.
End‑User Technology & Support Oversight
Oversee the delivery of high‑quality Tier 1–2 support across end‑user environments, including devices, Microsoft 365, collaboration tools, and workplace technologies.
Operational Excellence & Continuous Improvement
Identify opportunities to enhance service delivery processes, automate workflows, and improve user experience across the organisation.
User Access, Asset & Lifecycle Management
Govern access provisioning, asset tracking, and software lifecycle processes, ensuring security, compliance, and audit readiness.
Technology Projects & Service Transition
Partner with delivery teams to ensure new systems and changes are successfully transitioned into support, with clear documentation and operational readiness.
Stakeholder Engagement & Business Support
Build strong relationships across the business, acting as a trusted partner to ensure technology services align with operational needs and expectations.

What They Are Looking For
Service Desk Leadership Experience
Proven experience operating in a senior or lead capacity within Service Desk or End‑User Support environments, with a strong track record of mentoring teams and improving service outcomes.
ITSM & ITIL Expertise
Strong working knowledge of ITIL frameworks and service management disciplines, with experience driving process maturity and governance.
Modern End‑User Technology Stack
Hands‑on experience supporting Microsoft environments, including Windows 10/11 and Microsoft 365, along with collaboration tools and enterprise applications.
Experience leading incident response, managing competing priorities, and maintaining composure in high‑pressure situations.
Service Improvement Mindset
Aproactive,solutions‑focusedapproachwithapassionforcontinuousimprovement,automation,andenhancinguserexperience.
Stakeholder & Communication Excellence
Exceptional communication skills, with the ability to engage users, technical teams, and leadership stakeholders effectively.
Tools & Platforms
Experience with ITSM platforms such as Jira, Confluence, or similar tools, along with asset and knowledge management systems.
Qualifications
ITILv4 certification