Across the data center industry – from deployment, through operations and maintenance, to decommissioning – Salute is the industry leader of delivering global data center services executed with precision.
At Salute, we don’t have employees. We have team members. It’s our culture, and it’s a significant driver of the success we're able to deliver for our clients. This team-oriented culture is defined by transparent communication, collaborative development and deployment of procedures and best practices, a customer service mindset both internally and externally, and a strong commitment to safety and responsibility.
As an IT Service Desk Lead you are responsible for managing the day-to-day operations of the IT Service Desk team in the UK, ensuring timely and effective resolution of incidents and service requests. This role focuses on delivering excellent customer service, maintaining high levels of system availability and compliance, and driving continuous improvement in IT support processes.
Key Accountabilities
- Lead and mentor the UK Service Desk team, ensuring adherence to SLAs and KPIs.
- Oversee the logging, prioritisation, and resolution of IT incidents and service requests.
- Ensure proper escalation to second/third-line support or vendors when required.
- Maintain a high level of customer satisfaction through clear communication and timely updates.
- Ensure compliance with ITIL (Information Technology Infrastructure Library) best practices and company policies, ISO27001 & Cyber Essentials plus.
- Maintain accurate documentation of processes and knowledge base articles.
- Drive initiatives to improve first-call resolution and reduce ticket volumes.
- Helpdesk Support: Provide IT Support Specialist Tier II support and respond to client issues, ensuring efficient resolution for Windows, macOS, and mobile devices (iOS/Android)
- Office 365 Administration: Manage and configure Microsoft 365 applications, including Exchange Online, SharePoint, Teams, Security & Compliance Centers, and OneDrive
- Endpoint Management: Utilize Microsoft Intune for device management, policy enforcement, and Windows Autopilot for device provisioning.
- Hardware & Software Support: Troubleshoot and resolve PCs, laptops, printers, and other peripheral devices; provide support for software installations, patch management, and driver updates.
- Ticket Management & Documentation: Maintain accurate service tickets, document solutions, and ensure timely communication with clients using ITSM tools
- Proactively Identify Issues: Take the initiative to spot and fix potential problems before they escalated.
- Demonstrates a strong customer‑first mindset, ensuring all service desk interactions are professional, empathetic, and aligned with service standards.
- Acts as an escalation point for customer issues, ensuring timely resolution and clear communication.
- Builds positive relationships with internal and external customers, maintaining high levels of satisfaction.
- Continuously seeks feedback to improve the customer experience and service delivery.
- Strong time‑management and prioritisation skills, able to manage competing demands effectively.
- Proactive and self‑motivated, with the ability to work independently and take ownership of outcomes.
- Demonstrates adaptability and openness to change in a fast‑paced operational environment.
- Excellent communication skills, both verbal and written, with the ability to influence and guide others.
- Provides day‑to‑day leadership and guidance to service desk, ensuring operational coverage and service continuity.
- Monitors incident, request, and problem queues to ensure SLAs and OLAs are consistently met.
- Ensures processes are followed in line with ITIL or organisational service management frameworks, including ISO27001 & Cyber Essentials Plus.
- Identifies and implements process improvements to increase efficiency and reduce recurring issues.
- Produces operational reports and insights for management review, to drive improvement and efficiencies.
Knowledge & Experience
Preferred qualifications:
- ITIL Foundation Certificate or ITIL v3
- A+ Certification or similar Microsoft Training
- Demonstrable experience delivering IT Support to a high standard
Required skills & experience:
- Experience in a service desk or call‑centre support environment.
- Strong knowledge of PC hardware, Windows 10/11, and common software applications
- Proficient in Office 365 administration and support, including Outlook and core MS Office apps.
- Experience with user account lifecycle management (creations, terminations, permissions).
- Familiarity with end‑user self‑service tools and modern workplace support.
- Understanding of cloud services, including multi‑device data syncing.
- Ability to troubleshoot internet/ISP connectivity, cable modems, and general network issues.
- Strong troubleshooting, documentation, and knowledge‑base navigation skills.
- Excellent organisation, time management, and prioritisation abilities.
- Works under own direction
- An understanding of Networking
If your professional growth and compensation trajectory are restricted in any way, consider –
- Stepping into a role with a nationally recognized leader in the Mission Critical market
- Working with an employer who maintains a corporate philosophy to hire only our nation’s best
- Who invests in and are unilaterally committed to continuing the enrichment of their employees
If you have what it takes to work in a dynamic, fast‑paced environment we welcome the opportunity to provide more detail and explore your current situation and interests.
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