Practice Lead - Service Desk

We're looking for a Service Desk Practice Lead  to lead a small, busy internal support team in a Microsoft-based enterprise environment. This role is ideal for someone who enjoys combining hands-on operational work with people leadership and thrives in a collaborative, fast-paced environment.

Day-to-day functions:

• Managing and supporting a Service Delivery team of 4 (L1 & L2 engineers)
• Triaging tickets, collaborating with Infrastructure (L2/L3), and ensuring work is properly distributed
• Running and overseeing P1 and P2 incident management
• Engaging with stakeholders (internal customers and external vendors) to ensure smooth service delivery
• Acting as the ServiceNOW SME for internal teams – training, improving, and knowledge sharing of workflows
• Working closely with the Practice Lead in Incident Management and being the go-to support for the IT Manager
• Reviewing workflows and producing operational reports

• Proven Service Desk leadership experience – with a balanced, “chill” and collaborative style
• Strong technical knowledge and experience in engineering: Microsoft 365, Citrix, Active Directory, ServiceNOW (at workflow level), ITIL/ITSM
• Comfortable working hands-on while leading – this role is 70% operational, 30% leadership
• Ability to push back, delegate and ensure workload balance
• Flexible and adaptable – you appreciate that not every legacy process can be changed
• A good communicator who listens and builds trust with stakeholders

• 100% Microsoft environment
• Tools & Platforms: ServiceNOW, M365, AD, Citrix
• ITSM & ITIL-based processes