Service Desk Team Lead

Service Desk Team Lead

The Service Desk Team Lead – Autovista is responsible for the day-to-day operational leadership of Service Desk delivery across Autovista business units within a global support model. This role provides local leadership, operational oversight, technical guidance, stakeholder engagement, and service management expertise to ensure employees receive responsive, reliable, and professional IT support.

Working closely with the Service Desk Manager and global support teams, the Team Lead serves as the primary regional escalation point for complex issues, major incidents, service disruptions, and operational concerns. The role helps drive service excellence, process maturity, knowledge management, and continuous improvement while ensuring support services align with business needs and Service Delivery objectives.

This position combines leadership, operational management, technical expertise, stakeholder engagement, and hands-on support responsibilities.

The Impact You Will Have in This Role:

You'll shape how employees experience IT every day. Removing friction, accelerating resolution and helping build a Service Desk that people truly, rely on and recommend. By leading the frontline support experience for European and Australian employees, you'll improve productivity, strengthen trust in IT, and help drive a more consistent, and scalable support operation across Europe and Australia.

What You'll Be Doing in This Role:

Operational Leadership

• Provide day-to-day leadership and coordination of Service Desk operations supporting Autovista employees across Europe.
• Act as the primary regional escalation point for complex incidents, high-priority requests, and service disruptions.
• Monitor Service Desk queues, workloads, response times, backlogs, and service performance metrics.
• Ensure incidents and requests are accurately prioritized, assigned, escalated, and resolved within defined service levels.
• Assist with workforce planning, scheduling, coverage management, and operational readiness.
• Support the Service Desk Manager in achieving departmental objectives, service targets, and operational improvements.
• Provide leadership coverage during periods when the Service Desk Manager is unavailable.

People Leadership

• Provide coaching, mentorship, and day-to-day guidance to Service Desk analysts.
• Lead team meetings, knowledge-sharing sessions, operational reviews, and improvement initiatives.
• Support onboarding and training of new employees.
• Foster a culture of accountability, collaboration, customer service, and continuous improvement.
• Participate in performance discussions, development planning, and employee growth initiatives in partnership with the Service Desk Manager.
• Lead by example through professionalism, technical excellence, and customer-focused service delivery.

Service Management

• Champion ITIL-aligned service management practices across Incident, Request, Major Incident, Knowledge, and Problem Management processes.
• Monitor service performance against agreed service levels and operational targets.
• Identify trends, recurring issues, and opportunities for service improvement.
• Drive continual service improvement initiatives aimed at increasing efficiency, quality, and customer satisfaction.
• Ensure accurate documentation, reporting, and workflow adherence within ITSM platforms.

Technical Support & Escalations

• Act as a senior technical resource for complex incidents involving:
• Microsoft 365
• Entra ID / Active Directory
• Intune and Endpoint Management
• Device provisioning and lifecycle management
• Collaboration technologies
• Identity and access management
• Network connectivity
• End-user computing technologies
• Coordinate resolution efforts across Infrastructure, Security, Application Support, and third-party vendors.
• Participate in major incident response and stakeholder communications.
• Assist with root-cause investigations and post-incident reviews.

Stakeholder Management

• Develop strong working relationships with business leaders, technology teams, vendors, and support partners.
• Act as a trusted partner for regional leadership regarding Service Desk matters.
• Communicate service impacts, risks, escalations, and improvements effectively to stakeholders.
• Balance operational priorities with business needs to ensure a positive employee experience.

Knowledge & Process Improvement

• Establish and maintain knowledge articles, documentation, support procedures, and operational playbooks.
• Identify opportunities for automation, standardization, self-service, and workflow optimization.
• Contribute to the ongoing integration and maturation of the global Service Desk model.
• Support tooling improvements, reporting enhancements, and operational governance initiatives.

Qualifications of this Role:

Education

• Post-secondary diploma or degree in Information Technology, Computer Science, Business, or related field, or equivalent practical experience.

Experience

• 5+ years of experience in Service Desk, Technical Support, End User Services, or IT Operations.
• 2+ years of leadership, supervisory, mentoring, or team lead experience.
• Experience operating within an ITIL-based service management environment.
• Experience supporting geographically distributed teams and business users.
• Experience managing escalations, major incidents, and high-priority service disruptions.
• Experience working with ITSM platforms such as Jira Service Management, ServiceNow, Freshservice, or similar solutions.

Preferred Experience

• International or multi-region support experience.
• Experience supporting remote and hybrid workforces.
• Experience with service reporting, metrics, dashboards, and operational governance.
• Experience contributing to Service Desk transformation, consolidation, or process improvement initiatives.

Technical Skills

• Microsoft 365 Administration
• Microsoft Entra ID / Active Directory
• Microsoft Intune and Endpoint Management
• Remote Support Platforms
• Jira Service Management or equivalent ITSM platforms
• Device lifecycle and asset management
• Identity and Access Management
• Microsoft Teams and collaboration technologies
• Knowledge Management and documentation practices
• Service reporting and operational dashboards

Core Competencies

• Strong leadership and coaching skills
• Customer-first service mindset
• Excellent stakeholder management
• Incident and escalation management expertise
• Strong analytical and problem-solving abilities
• Effective prioritization and decision-making
• Excellent written and verbal communication skills
• Process improvement and continuous improvement mindset
• Ability to perform effectively in high-pressure operational environments
• Strong organizational and time-management skills
• Ability to balance strategic thinking with hands-on operational execution

People & Culture

• Leads with integrity, accountability, and professionalism.
• Demonstrates a collaborative and service-oriented approach.
• Builds trust through transparency and consistent delivery.
• Supports a culture of continuous learning and improvement.
• Encourages knowledge sharing and team development.
• Champions a positive employee experience through exceptional service delivery.

Work Requirements

• Primarily aligned to UK & greater EU business hours while supporting a globally integrated Service Desk operation.
• Participation in major incident support and critical operational escalations when required.
• Occasional travel for team events, planning sessions, audits, or project initiatives.
• Flexibility to provide additional support during major incidents, business-critical outages, and planned technology events.

The Hiring Manager says:

We're looking for someone who leads by example, stays calm when things get tough, and leaves every process, team, and customer experience better than they found it. Someone who runs towards problems, lifts the people around them, and genuinely cares about delivery great service.

Company Mission

Our mission in the market we serve is clear. To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action.

Our Values

We POWER Our Customer's Success

We are Innovative, Collaborative and Grounded in Data

We Make Things Easy