We are seeking an experienced Service Desk Lead to support an important and innovative programme of work within the Digital Services Unit. They will be a hands on role and will actively manage and respond to support tickets as part of the day to day helpdesk function. The role is not limited to oversight or reporting.

The Service Desk Lead will own the operational performance of the DSU helpdesk (actively managing and respond to support tickets as part of the day to day helpdesk function) whilst driving the organisation's transition to ServiceNow as its core ITSM platform. This is a hybrid role combining hands-on ServiceNow implementation with day-to-day service desk leadership and ticket handling.
The right candidate will support how the team works. This means improving triage quality, improving a knowledge base, and embedding better ways of working that reduce noise and surface the right information to customers and internal teams.

ServiceNow Implementation

• Lead process mapping and workflow design for the ServiceNow transition, including incident, change, and request management modules
• Own the migration of existing knowledge base content into ServiceNow and establish governance for ongoing maintenance
• Design and implement triage workflows that improve ticket quality from point of entry
• Work with the Operations Manager to define and configure reporting outputs from ServiceNow aligned to the five operational streams
• Identify and close gaps in current tooling and escalation paths

Service Desk Operations

• Lead the day-to-day operations of the service desk team, ensuring tickets are triaged, routed, and resolved within agreed SLAs
• Own quality assurance across the ticket life cycle from intake through triage to closure identifying patterns and driving improvements
• Develop and embed ticket templates and intake standards that reduce re-work and improve first-contact resolution
• Support the team to build capability and confidence in structured incident handling
• Escalate issues and blockers to the Operations Director with clear context and decision requirements
• Work with the Operations Manager on report metrics and supporting wider view on helpdesk traffic across the product portfolio.

Process Improvement

• Identify gaps in current ways of working and propose practical improvements, not comprehensive frameworks
• Facilitate sessions with the team to review what is working and what is not, and translate findings into changes
• Ensure changes in process are documented, communicated, and Embedded - not left as slide decks
• Provide visibility to the Operations Director on team capacity, ticket flow, and quality trends

Essential

• Demonstrable experience implementing or configuring ServiceNow, including workflow design, module configuration, and knowledge base management
• Background in service desk or IT operations, ideally in a lead or senior analyst capacity
• Track record of improving how a team works, not just how fast they work - evidence of process change that stuck
• Comfortable operating in ambiguous environments where structure needs to be created, not inherited
• Strong written communication, able to document clearly for both technical and non-technical audiences
• Collaborative approach, this role works closely with the Operations Director and stays in the loop rather than operating in isolation

Desirable

• Familiarity with SharePoint based application support or on-premises infrastructure environments
• ITIL Foundation certification or equivalent practical ITSM knowledge
• Experience supporting a change management process end-to-end

This is not a pure hands-on technical implementation role, nor is it a customer-facing account management role. The Service Desk Lead will not own direct tenant relationships that sits with the Operations Director. The focus is internal: the team, the tooling, and the quality-of-service delivery.