Hayward Hawk is delighted to be working with a leading engineering and manufacturing organisation undergoing an exciting phase of digital transformation. The business has invested heavily in modernising its IT environment and is seeking an experienced IT Service Desk Lead to oversee day-to-day support operations and drive continual service improvement across the enterprise.
This role offers the opportunity to take ownership of the IT Service Desk function, lead a talented team, and help shape the user experience across a dynamic, fast-paced environment.
Role Overview
The IT Service Desk Lead will be responsible for managing and developing the service desk team, ensuring incidents and requests are handled efficiently, and maintaining high service standards. You will oversee IT onboarding for new employees, champion automation to reduce recurring issues, and work closely with the Head of IT to report on performance and implement improvement initiatives.
This is a hands-on leadership position ideal for someone with strong technical knowledge, excellent communication skills, and a passion for delivering exceptional end-user service.
Key Responsibilities
- Lead and mentor the IT Service Desk team, supporting personal development and appraisals.
- Oversee incident, request, change, and problem management processes.
- Ensure SLAs and OLAs are achieved through effective prioritisation and workload management.
- Act as the main point of escalation for the Service Desk, managing any service-related complaints.
- Oversee IT onboarding for new employees, ensuring a seamless technology experience.
- Drive continuous service improvement and efficiency initiatives across the Service Desk.
- Champion best practice in IT service delivery, ensuring a consistently high-quality user experience.
Skills & Experience
Essential:
- Degree in IT, Computer Science, or related field (2:1 or equivalent).
- Minimum 2 years experience in a senior IT support or service desk role.
- Strong technical understanding of Microsoft 365 technologies (Exchange Online, SharePoint, Endpoint Manager, Azure AD).
- Proven leadership skills with experience managing or mentoring a support team.
Desirable:
- ITIL Foundation certification (or higher).
- Previous experience working within an ITIL-aligned Service Desk environment.
- Proven track record leading a Service Desk team in a corporate or manufacturing setting.
Whats on Offer
- Competitive salary (£45,000 – £50,000)
- Opportunity to lead and shape a core IT function.
- Exposure to a major digital transformation programme.
- Professional development and ongoing training support.
- Collaborative and supportive working environment.
If this sounds like the right next step in your career and youd like to hear more about the role, organisation, and progression opportunities available, reach out to Aaron Pyperat Hayward Hawk on .
Skills:
Team Management Active Directory Windows Server Office 365
