Lead Service Desk Analyst

Foster + Partners

Lead Service Desk Analyst

London, Battersea

Permanent

The Lead Service Desk Analyst is responsible for the smooth running of the Service Desk under the strategic direction of the End User Support Manager. This role drives consistent service quality, efficient resolution of tickets and a culture of continuous improvement, working closely with the problem and change managers. The role ensures effective day-to-day service delivery by coordinating staff, resources, and processes to meet service level agreements (SLAs) and user satisfaction targets.

Key skills:

• 3+ years of experience in a similar role.

· ITIL Expertise

• Comprehensive understanding of ITIL/ITSM frameworks (ITIL 4 Foundation minimum; ITIL Managing Professional or specific practice certifications highly desirable).
• Demonstrable experience in leading Incident, Major Incident, Knowledge Management, and Request fulfilment within a live environment.
• Proven experience in driving ITIL process maturity improvement in an operational environment.

· Operational Leadership

• Proven experience of supervising day-to-day service desk or IT support operations.
• Ability to manage multiple priorities and work under pressure.

· Process & Performance Management

• Ability to create, interpret, and present ITSM metrics, identifying root causes for performance issues and implementing improvements.
• Familiarity with ITSM tools (ServiceNow and/or FreshService), operational dashboards, and automation.

· Communication & Stakeholder Engagement

• Excellent communication skills for engaging with both technical staff and business stakeholders at varying levels of seniority.
• Confident in coordinating major incident calls, directing resources effectively under pressure, and providing concise updates.

· Problem-Solving & Decision-Making

• Strong analytical aptitude and the ability to prioritise operational matters effectively.
• Demonstrable judgement in balancing service quality, risk, and speed, especially during major incidents.

· Collaboration & Teamwork

• Proven ability to collaborate cross-functionally across IT teams to resolve issues swiftly.

· Knowledge Management:

• Maintain comprehensive documentation of Service Desk work instructions and end user self-help articles

· Training and Support:

• Provide training and support to operational teams to ensure they optimize service delivery according to best practice guidance.
• Flexible attitude.

In return we offer a competitive basic salary and generous benefits package which includes 25 days holiday (exc bank holidays), Pension, DIS and discretionary annual bonu