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Operations Lead - IT Service Desk
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Operations Team Lead – IT Service Desk | Central London
Do you love leading people as much as delivering great service? This could be your next move.
We're partnering with a highly regarded Apple-first IT services provider to find an Operations Team Lead for their flagship client account, a high-profile financial services business in the City. The team already has an outstanding reputation there. Your job is to lead it, grow it and keep raising the bar.
Why this role stands out
- Real leadership: you'll lead a talented team of around 10 across on-site and remote support
- A flagship account: a long-standing client partnership where the team's work is valued and noticed
- A modern environment: a macOS estate with 600+ applications integrated through a cloud identity platform, plus virtual desktop delivery and a strong focus on security and automation
- Visibility: you'll be the senior on-site face of the service, working directly with client stakeholders
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What you'll do
- Lead day-to-day service desk operations, including triage, L1/L2 queue management and ticket dispatch, in a fast-paced, high-volume environment
- Own SLA performance, root-cause analysis of missed targets, dashboards and Monthly Service Reviews with the client
- Run high-volume onboarding and secure offboarding, including device builds, account provisioning and access removal
- Oversee asset management, knowledge management and proactive checks of meeting room technology (Zoom and Google Meet)
- Coordinate escalations to L3 engineering, manage incidents and plan out-of-hours cover
- Drive continuous improvement and automation, and lead the testing and rollout of new tools and processes
- Coach, develop and motivate a high-performing team while delivering a white-glove service experience every day
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What you'll bring
- Proven service desk leadership, including SLAs, ticket analysis and reporting
- Strong grounding in ITIL-based IT service management
- Experience managing both on-site and remote teams
- Experience supporting Mac/Apple environments, identity and access management (SSO, MDM) and SaaS applications. A hands-on L1/L2 background is a real advantage
- High emotional intelligence and an adaptable leadership style
- Polish and composure in a premium, client-facing setting
- Resilience, energy and a good sense of humour when things get busy
Interested? Apply below for a confidential conversation.
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