Service Desk Team Lead

Job not on LinkedIn

🔥 1 hour ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

JDPA LIMITED

WebsiteLinkedInAll Job Openings

- employees

🚘 Automotive

🛡️ Insurance

💼 Consulting

Automotive • Insurance • Consulting

JDPA LIMITED is a provider of data, analytics, and software solutions serving the automotive ecosystem and adjacent financial and insurance sectors. It offers vehicle valuations, market and retail intelligence, quality and customer-experience benchmarks, digital marketing and advisory services to OEMs, dealers, insurers and lenders. JDPA LIMITED combines proprietary customer and VIN data with advanced analytics and SaaS products to help clients improve product design, retail performance, risk management, and finance operations.

📋 Description

• Provide day-to-day operational 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 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 when the Service Desk Manager is unavailable • Coach, mentor, and guide Service Desk analysts • Lead team meetings, knowledge-sharing sessions, operational reviews, and improvement initiatives • Support onboarding and training of new employees • Champion ITIL-aligned Incident, Request, Major Incident, Knowledge, and Problem Management practices • Monitor service performance against agreed service levels and operational targets • Identify trends, recurring issues, and service improvement opportunities • Drive continual service improvement initiatives • Ensure accurate documentation, reporting, and workflow adherence within ITSM platforms • Provide senior technical support and coordinate resolution of complex incidents involving Microsoft 365, Entra ID/Active Directory, Intune, endpoint management, device lifecycle, collaboration technologies, identity and access management, network connectivity, and end-user computing • Coordinate resolution across Infrastructure, Security, Application Support, and third-party vendors • Participate in major incident response, stakeholder communications, root-cause investigations, and post-incident reviews • Develop relationships with business leaders, technology teams, vendors, and support partners • Communicate service impacts, risks, escalations, and improvements to stakeholders • Establish and maintain knowledge articles, documentation, support procedures, and operational playbooks • Identify opportunities for automation, standardization, self-service, and workflow optimization • Contribute to global Service Desk integration and maturation • Support tooling improvements, reporting enhancements, and operational governance initiatives • Align primarily to UK and greater EU business hours while supporting a globally integrated Service Desk • Participate in major incident support and critical operational escalations when required • Provide additional support during major incidents, business-critical outages, and planned technology events

🎯 Requirements

• Post-secondary diploma or degree in Information Technology, Computer Science, Business, or related field, or equivalent practical 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 with ITSM platforms such as Jira Service Management, ServiceNow, Freshservice, or similar solutions • International or multi-region support experience preferred • Experience supporting remote and hybrid workforces preferred • Experience with service reporting, metrics, dashboards, and operational governance preferred • Experience contributing to Service Desk transformation, consolidation, or process improvement initiatives preferred • 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 • Strong leadership and coaching skills • 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 • Primarily aligned to UK and greater EU business hours • Participation in major incident support and critical operational escalations when required • Flexibility to provide additional support during major incidents, business-critical outages, and planned technology events

🏖️ Benefits

• Remote work in the UK • Occasional travel for team events, planning sessions, audits, or project initiatives • Accommodations during the recruitment and selection process