Service Desk and Incident Management Lead

Join a leading airline services provider as a Service Desk and Incident Management Lead!

Job Overview: We are seeking a highly skilled and motivated Service Desk & Incident Lead to oversee end-to-end Service Desk operations, manage Incident Management processes, and ensure alignment with ITIL best practices and governance. This role is critical in driving high-quality service delivery, tooling governance, and operational excellence across Transform.

• Location: Uxbridge (Hybrid - 3 Days Onsite)
• Daily Rate: Flexible (Inside IR35)
• Contract Length: 6 Months
• Start Date: ASAP

Key Responsibilities

• Lead and manage the Service Desk team, ensuring exceptional IT support and high-quality service delivery.
• Own and manage the end-to-end Service Desk model for Transform on the Central ServiceNow platform, aligned to ITIL and OpCo needs.
• Oversee and drive the incident management process, including prioritisation, escalation handling, and major incident participation.
• Approve new Application/Service support models and challenge non-fit-for-purpose designs during Service Design.
• Govern Service Desk tooling, contractual components, SLA exceptions, and impacts of OpCo decentralisation.
• Act as primary escalation contact for complex incidents, GDPR-related issues, and global service impacts.
• Monitor performance, drive continuous improvement, and oversee CSAT reporting and service assurance.

Key Requirements:

• Bachelor's degree in IT, Computer Science, or a related field.
• Proven experience in Service Desk & Incident Management roles, including 3+ years in leadership.
• Strong understanding and application of ITIL frameworks.
• Excellent communication, decision-making, and problem-solving skills.
• Proficiency with Service Desk platforms such as ServiceNow.
• Ability to work under pressure, manage escalations, and influence multiple stakeholders.

Additional Information

Interview Process: Multi-stage interview process (details provided upon screening).How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us directly. If this job isn't quite right for you, but you're exploring new opportunities, please contact us for a confidential career discussion.

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