2 дня 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 a Service Desk team and coordinating global IT support operations with an accent on technical escalation, SLA performance, and ITIL 4 service delivery. Focus on using ServiceNow reporting to identify trends, improve workflows, support automation, and develop team capability.
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 technical escalation point for complex issues and global day-to-day Service Desk matters.
- Coordinate workloads, prioritisation, and ticket flow to support SLA achievement.
- Maintain consistent service delivery aligned with ITIL 4 best practices.
- Use ServiceNow and performance reporting to identify operational improvements.
- Contribute to automation, trend analysis, knowledge sharing, and continuous improvement initiatives.
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 tools and performance reporting.
- Strong communication, stakeholder management, and customer-focused support skills.
Culture & Benefits
- Opportunity to shape global service delivery standards.
- Collaborative, fast-paced working environment with meaningful operational impact.
- Opportunity to drive innovation, automation, and service improvement.
- Full-time position within the Information Technology department.
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