About the role
You will lead our service desk day to day: coaching analysts, planning the rota, and owning SLA and KPI performance. You will handle escalations and major incidents, and run ITIL-aligned processes that improve every month.
What you will do
- Lead, coach and plan the work of the service desk team
- Own SLA and KPI performance and report on it
- Run incident, request, problem and change processes (ITIL)
- Handle escalations and coordinate major incidents
- Plan rotas for the cover we promise clients
- Run service reviews and turn feedback into improvements
Minimum qualifications
- Bachelor's degree in Computer Science, Engineering or a related field, or equivalent practical experience
- 5+ years in IT support, including 2+ years leading a service desk team
- Current ITIL 4 Foundation
- Ran a desk to agreed SLAs and KPIs (show reports or results)
- Admin of an ITSM tool (ServiceNow, Freshservice or Halo)
- Microsoft 365 and MD-102 level knowledge
- English at CEFR C1 or above (IELTS 7.0 or equivalent)
Expert knowledge
- ITIL 4 practices in depth: incident, problem, change and major incident management
- Workforce planning: forecasting ticket volumes and building rotas with Erlang C
- SLA and KPI design: first-contact resolution, MTTR and backlog ageing
- Knowledge-centred service (KCS) to reduce repeat tickets
Preferred qualifications
- ITIL 4 Managing Professional or HDI Support Center Team Lead
- MSP experience
- Power BI reporting
Before any offer we verify your certificates, qualifications, references and right to work in the UK. Security roles also need background screening (BPSS) and may need security clearance.
SOWTK is an equal opportunity employer. We welcome applicants of every background and do not discriminate on any characteristic protected by the Equality Act 2010.