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Service Desk Lead – Full-Time Application
Closing Date
Thursday, 16/07/2026
About Genuit Group
At Genuit Group, our mission is to create a more sustainable built environment. We focus on tackling climate change and urbanisation by designing water, climate, and ventilation management solutions. By innovating in these areas, we help foster sustainable living for communities worldwide.
As a growing FTSE 250 business with global ambitions, Genuit provides the opportunity to work across diverse construction sectors, contributing to our fulfilment of visionary goals for the organisation.
To play a vital role in supporting the business, we are seeking a Service Desk Lead—a technically adept leader who can drive efficient IT service delivery, mentor our team, and enhance customer-facing support.
The Role: Service Desk Lead
Position: Service Desk Lead Location: Doncaster Type: Full-time
You will be leading our IT Service Desk team, ensuring high-quality, efficient, and professional support is delivered across all areas of the business. This role involves:
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Team Leadership:
- Leading, coordinating, and monitoring service desk operations for excellence in support.
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Workload & Performance Management:
- Planning and managing incident, problem, and escalation priority to meet SLAs (Service Level Agreements).
- Allocate and monitor company-wide workloads, ensuring operational goals are achieved.
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Technical & Process Guidance:
- Providing technical guidance and maintaining adherence to IT service management best practices.
- Contributing to cessation reports, documentation, and knowledge base improvements.
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Team Growth & Recruitment:
- Supporting recruitment, onboarding, training, and development of analysts, including a Service Desk Analyst based at another site.
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Continuous Improvement:
- Driving process enhancements across policies, IT support workflows, and service delivery standards.
Responsibilities
Here’s a breakdown of the core tasks you’ll undertake:
- Supporting a Service Desk team to achieve top-tier client satisfaction.
- Balancing and managing workloads, ensuring timely resolution of incidents.
- Maintaining and enhancing IT support protocols, knowledge bases, and reporting mechanisms.
- Providing technical troubleshooting and escalation support to troubleshoot complex issues.
- Supervising, assisting, and training analysts on processes, tools, and best practices.
- Contributing to companywide service improvement, aligning IT support with business goals.
Requirements
To excel in this role, you’ll bring:
- Hands-on experience in IT support, troubleshooting, and Service Desk environments.
- Strong organisational skills, with proven ability to coordinate workloads and lead effective team performance.
- Experience with IT Service Management (ITSM) tools, ticketing systems, and SLA adherence.
- Familiarity with Microsoft 365, Active Directory (AD)/Entra Identity (AAD), and endpoint management tools.
- Enhanced communication skills, capable of engaging with clients and stakeholders effectively.
- A calm, resilient, customer-focused mindset to support end-users efficiently.
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Why Work at Genuit?
We pride ourselves on being a more sustainable business. As we design solutions for a low-carbon built environment, we also ensure our own operations are ahead of the curve. We’re also committed to developing and recognising talent—our people are at the heart of what we do.
Benefits on offer:
- Pension scheme match (8% of salary, upfront matching).
- Life Assurance (3x your annual salary).
- Generate unused holiday hours through our Holiday Purchase Scheme.
- save as you earn scheme for Genuit Group shares (Sharesave Plan).
- 25 days’ holiday plus additional options for buying.
Welcome to Genuit Group—where sustainability meets operational excellence.
Ready to make an impact? Apply now to join our team!
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