IT Service Desk Lead

About the role

The IT Service Desk Lead (Operations & Governance) oversees the end‑to‑end operational flow of IT support activities, ensuring tickets, incidents, assets and related workstreams are reviewed, assigned, tracked and reported. This position acts as a control hub, providing visibility, structure and accountability across the IT service desk without performing hands‑on technical work.

Key responsibilities

• Perform daily review of all incoming service desk tickets, validating categorisation, priority, impact and clarity.
• Assign tickets to the appropriate teams or individuals and monitor progress, aging and ownership.
• Identify and coordinate removal of operational, dependency, approval, access or vendor‑related blockers.
• Manage ticket and incident escalations, enforce correct prioritisation (P1‑P3) and document escalation rationale.
• Produce regular and ad‑hoc operational reports on ticket volume, SLA compliance, backlog, trends and team workload.
• Maintain visibility of IT assets and consumables, flag shortages and coordinate with procurement.
• Track status of IT‑related projects, ensure clear ownership, update risks and escalate misalignments.
• Serve as the primary operational interface between IT support and business teams, ensuring process adherence and clear communication during incidents.

Required profile

• Strong organisational and coordination abilities.
• Excellent communication skills, both written and verbal.
• Ability to work independently, anticipate risks and drive accountability.
• Experience in IT service desk environments or similar operational oversight roles.

Required skills