Service Desk Lead

Espire Infolabs is hiring for Service Desk Manager/Lead for London, UK location.

Job Title: Service Desk Manager/Lead

Job Type: Permanent

Job Location: London (4 Days/week onsite)

About the role:

We are seeking an experienced Service Desk Manager/Lead to join our growing IT Service Desk team. Youll lead IT support operations across the business, ensuring high service levels and supporting a wide range of systems, including core insurance platforms.

Key Responsibilities

• Manage and lead the IT Service Desk, ensuring timely resolution of support tickets.
• Act as the escalation point for complex technical issues and SLA adherence.
• Provide support for business-critical applications, particularly insurance policy administration systems (e.g., Sequel, Applied Epic).
• Administer and support Microsoft 365, Azure AD, Exchange Online, Teams, and other cloud tools.
• Maintain and troubleshoot IT hardware, infrastructure, networks, and security systems.
• Contribute to IT projects, system upgrades, vendor management, and documentation.
• Ensure compliance, licensing, and asset management best practices.

Requirements

• Proven experience in a senior IT support or team lead role.
• Strong knowledge of:
• Microsoft 365, Windows 10/11, Active Directory, Group Policy
• Networking (VPNs, LAN/WAN, firewalls, switches, routers)
• Insurance sector systems and support
• ITIL process familiarity and strong troubleshooting capabilities.
• Excellent communication skills and stakeholder management.

Desirable

• Project coordination or IT project experience.
• Certifications (Microsoft, ITIL, CompTIA).