Support Desk Team Lead - Oliver James : Job Details

EMEA Service Desk Team Lead | London | 6 Month Contract to Perm

Job Title: Service Desk Team Lead (EMEA)

Location: Central London (5 days onsite ideally, 4 days some weeks)

Contract Duration: 6 months, with a view to convert to permanent

IR35 Status: Inside IR35 | Rate: £175 per day

Start Date: 21/10/24 or ASAP

Company Overview:

Our client are a global business with a strong presence across EMEA. As they continue to grow, they are seeking a proactive and collaborative Service Desk Team Lead to lead their EMEA support operations, ensuring effective delivery of IT services to 700-850 users.

The Service Desk Team Lead will manage a regional team to provide first-class IT support, focusing on both business-as-usual (BAU) operations and strategic in-house projects, including office expansions, security, and infrastructure. This is a hands-on leadership role, ensuring efficient ticket management, technical issue resolution, and support delivery across the EMEA region.

• Lead the EMEA Service Desk team, fostering a collaborative and supportive work environment.
• Manage the resolution of incidents and service requests, ensuring all tickets are logged, tracked, and resolved efficiently using Zendesk.
• Serve as the escalation point for complex technical issues, driving timely resolutions and maintaining high customer satisfaction.
• Support ongoing in-house projects including office expansion, security, and infrastructure initiatives.
• Ensure seamless IT operations across the region, with a focus on BAU tasks and long-term strategy.
• Collaborate with global teams to align regional initiatives with broader company objectives.

• Proven experience leading a Service Desk or IT support team within EMEA.
• Strong knowledge of Microsoft technologies including Azure, Intune, Teams, Outlook, SharePoint, and experience with managing Windows laptops and mobile devices (MDM).
• Hands-on experience with incident management platforms (Zendesk preferred).
• Team-centric leadership approach - focused on supporting and collaborating with team members, not overly demanding in terms of leadership style.

• Experience in a regulated industry, though not essential.
• Regional leadership experience, ideally within a global business context.

• This role requires you to be based on site in London 5 days a week (some flexibility for 4 days per week on occasion).
• You will play a critical part in supporting a global business during its expansion phase.

If you are a team-oriented leader with strong technical expertise and a passion for delivering exceptional IT support, we encourage you to apply.