Service Desk Enablement Lead

Location: Hybrid (2-3 days in Warrington)
Contract: Inside IR35
Day rate: £220 per day
Duration: 6 months+
Start date: ASAP
Clearence: Eligible for Security Clearance (sole UK nationals) but can start on a BPSS
Key words: Service Desk, Microsoft 365, Digital, adoption, training.

We have a fantastic opportunity an experienced Service Desk Enablement Lead. The Client is a Global Consultancy whom specialising in providing engineering, technical, professional and construction solutions.
The Service Desk Enablement Lead is responsible for improving how Service Desk tools, digital support channels, ITSM processes, knowledge, automation and user support services are adopted, understood and Embedded.
This role sits within the Service Desk function and acts as a bridge between Service Desk analysts, IT service owners, business users and support teams. It focuses on increasing Service Desk capability, improving digital support and self-service adoption, strengthening knowledge management, supporting consistent ITSM practices and reducing avoidable ticket demand through effective enablement, communication and practical digital support.

Key Responsibilities
- Identify gaps in adoption and user experience across the organisation
- Drive behaviour change to ensure tools are used effectively in day-to-day work
- Design and own a structured IT training and enablement programme aligned to business and Service Desk needs
- Lead the adoption of automation solutions across L1 & L2 Service Desk in IT
- Own and develop the IT SharePoint/IT Hub as the central enablement platform
- Define and track adoption and enablement KPIs such as:
o Training participation and feedback
o Tool adoption rates
o Automation usage and benefits with the Service Desk team

Skills & Experience
- Experience working in or closely with an IT Service Desk, IT Service Delivery, digital support or ITSM environment
- Understanding of Service Desk operations, including incident management, request fulfilment, triage, escalation, knowledge management and customer communication
- Strong knowledge and experience using Microsoft 365 tools such as SharePoint, Teams, Copilot, Power Platform and knowledge-sharing platforms to support digital enablement
- Experience with Service Desk or ITSM tooling, preferably ServiceNow, including knowledge articles, catalogues, forms, workflows, digital support channels or reporting
- Experience designing and delivering training, enablement or process adoption activity for technical support teams
- Experience creating digital learning and support content such as analyst guides, end-user guidance, videos, FAQs and process documentation
- Excellent communication, stakeholder engagement and facilitation skills
- Ability to translate technical processes and digital support solutions into clear, practical guidance for analysts and end users