IT Service Management Lead
slough, south east england, united kingdom
Humanoid
focused, and compliant. Over time, you will grow a service desk team and extend service processes to meet global demand. What You’ll Do Service Desk Management: Deliver L1 / L2 support and user onboarding / offboarding; act as first point of escalation. ITSM Tooling: Own Jira Service Management (or equivalent), building workflows, automation, and integrations. Process Ownership … Define and maintain incident, problem, change, request, and knowledge management processes. Vendor / SLA Tracking: Monitor vendor SLAs, manage escalations, and report performance. Knowledge Base: Develop and maintain internal documentation, policies, and self-service resources. Metrics & Reporting: Track and report on key service metrics (ticket volumes, resolution times, user satisfaction). Collaboration: Work with IT Ops Lead to ensure … infra / platform issues are resolved efficiently; partner with Cyber Security Lead to embed security into service workflows. We’re Looking For Strong experience in IT service management, service desk leadership, or related roles. Hands-on expertise with ITSM platforms (Jira Service Management, ServiceNow, Zendesk, or similar). Ability to define and implement ITIL-lite processes in a fast More ❯
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