Service Desk Team Lead (ITSM)

TL;DR

Service Desk Team Lead (ITSM): Leading day-to-day Service Desk operations for Autovista employees across Europe, with an accent on incident management, technical escalations, service performance, and people leadership. Focus on coordinating major incident resolution, improving ITSM processes, strengthening knowledge management, and delivering consistent support across a globally integrated operation.

Location: Remote from the UK, aligned primarily to UK and greater EU business hours. The role supports European and Australian employees, includes occasional travel for team events, planning sessions, audits, or projects, and may require additional coverage during major incidents and critical technology events.

Company

hirify.global provides proprietary automotive data, advanced analytics, industry expertise, and workflows that support auto-related business decisions.

What you will do

• Lead and coordinate daily Service Desk operations, including queues, workloads, coverage, prioritization, and service-level performance.
• Serve as the regional escalation point for complex incidents, major incidents, high-priority requests, and service disruptions.
• Coach and mentor Service Desk analysts, lead team meetings, support onboarding, and contribute to performance and development planning.
• Apply ITIL-aligned Incident, Request, Major Incident, Knowledge, and Problem Management practices.
• Provide technical guidance on Microsoft 365, Entra ID, Active Directory, Intune, endpoint management, identity and access, networking, and end-user computing.
• Coordinate with Infrastructure, Security, Application Support, vendors, and business stakeholders while driving continual service improvement and operational governance.

Requirements

• 5+ years of experience in Service Desk, technical support, end-user services, or IT operations.
• 2+ years of leadership, supervisory, mentoring, or team lead experience.
• Experience with ITIL-based service management, geographically distributed teams, escalations, major incidents, and high-priority disruptions.
• Experience with ITSM platforms such as Jira Service Management, ServiceNow, Freshservice, or equivalent.
• Technical experience with Microsoft 365, Entra ID or Active Directory, Intune, endpoint management, remote support, device lifecycle management, and identity and access management.
• Strong leadership, stakeholder communication, analytical problem-solving, prioritization, documentation, and process improvement skills.

Nice to have

• International or multi-region Service Desk support experience.
• Experience supporting remote and hybrid workforces.
• Experience with service reporting, metrics, dashboards, operational governance, or Service Desk transformation initiatives.

Culture & Benefits

• Service-oriented culture focused on integrity, accountability, collaboration, transparency, and trust.
• Emphasis on continuous learning, knowledge sharing, and team development.
• Opportunity to improve employee experience and build a more consistent, scalable global Service Desk operation.
• Occasional travel for team events, planning sessions, audits, and project initiatives.
• Participation in a globally integrated Service Desk supporting multiple regions.