5 дней назад
Lead Service Desk Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Lead Service Desk Analyst (ITIL/ServiceNow): Leading and coordinating a Service Desk team supporting global IT operations in Bath, UK, with an accent on technical escalation, SLA delivery, and ITIL 4 service management. Focus on troubleshooting complex issues, improving ticket flow, using ServiceNow reporting, and driving automation and knowledge-sharing initiatives.
Location: Bath, UK
Company
is a global flow control and instrumentation company serving industries including oil and gas, water, shipping, pharmaceuticals, and food.
What you will do
- Lead, mentor, and support a team of Service Desk Analysts.
- Act as the senior UK-based technical escalation point for complex Service Desk issues.
- Coordinate workloads, prioritization, and ticket flow to support SLA achievement.
- Ensure day-to-day service delivery follows ITIL 4 best practices and consistent global standards.
- Use ServiceNow and performance reporting to identify operational improvements.
- Contribute to automation, knowledge sharing, and continuous service improvement.
Requirements
- Experience in a Service Desk or IT support leadership role.
- Strong hands-on technical troubleshooting skills.
- Knowledge of ITIL frameworks and service management best practices.
- Experience leading a team, including performance management and direct-report development.
- Experience with ServiceNow or similar service management tools and performance reporting.
- Strong communication, stakeholder management, customer service, and continuous improvement skills.
Culture & Benefits
- Opportunity to shape global service delivery standards.
- Collaborative, fast-paced environment with visible operational impact.
- Opportunity to drive innovation, automation, and service improvement.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →