Responsibilities

This critical role leads our Service Desk in delivering responsive, high-impact second and third-line support across our core systems, applications and hardware. You’ll champion clear, consistent processes that empower Helpdesk Analysts to resolve more issues at first contact, building a culture of continuous learning, collaboration and shared problem-solving. Acting as a senior escalation point for complex technical challenges, you’ll drive improvements to system stability, service quality and user satisfaction, while ensuring colleagues from around the world (including those working in French or Spanish) receive timely, thoughtful and effective support. At its heart, this role shapes a support function that is proactive, knowledgeable, and always focused on maximising organisational impact.

Qualifications

You’ll bring strong hands-on experience with Microsoft Windows environments and enterprise-level administration, with the ability to diagnose and resolve complex, multi-system issues at second-line level and beyond. With well-developed communication skills, you’re confident supporting colleagues at all levels and are comfortable working within ITIL-aligned service management practices. You’ll have experience leading or guiding technical teams, ideally across multiple locations, and a deep understanding of modern Microsoft technologies, service desk tools, and the realities of providing dependable support in a busy environment. Knowledge of ITIL, Microsoft 365 administration, infrastructure fundamentals or IT project methods would be a bonus, as would experience supporting teams in development or international settings.

• Lead Service Desk in delivering responsive, high-impact second and third-line support across core systems, applications and hardware.
• Champion clear, consistent processes to empower Helpdesk Analysts to resolve more issues at first contact.
• Build a culture of continuous learning, collaboration and shared problem-solving.
• Act as a senior escalation point for complex technical challenges.
• Drive improvements to system stability, service quality and user satisfaction.
• Ensure colleagues from around the world receive timely, thoughtful and effective support.
• Shape a support function that is proactive, knowledgeable, and focused on maximising organisational impact.

• Microsoft Windows environments and enterprise-level administration
• Diagnosing and resolving complex, multi-system issues at second-line level and beyond
• Well-developed communication skills
• Supporting colleagues at all levels
• ITIL-aligned service management practices
• Leading or guiding technical teams
• Modern Microsoft technologies
• Service desk tools
• Providing dependable support in a busy environment
• ITIL (bonus)
• Microsoft 365 administration (bonus)
• Infrastructure fundamentals (bonus)
• IT project methods (bonus)
• Supporting teams in development or international settings (bonus)

• Strong hands-on experience with Microsoft Windows environments and enterprise-level administration.
• Ability to diagnose and resolve complex, multi-system issues at second-line level and beyond.
• Well-developed communication skills.
• Comfortable supporting colleagues at all levels.
• Comfortable working within ITIL-aligned service management practices.
• Experience leading or guiding technical teams, ideally across multiple locations.
• Deep understanding of modern Microsoft technologies, service desk tools, and the realities of providing dependable support in a busy environment.
• Knowledge of ITIL, Microsoft 365 administration, infrastructure fundamentals or IT project methods would be a bonus.
• Experience supporting teams in development or international settings would be a bonus.