Incident Manager – Service Desk Team Lead – ITIL



£37k - 45k per year + Benefits

Service Desk Team Lead / Incident Manager

Currently seeking a personable, ambitious and articulate professional who is keen to Lead / Manage a Service Desk team for one of the leading ecommerce company’s in London, having a common vision of making a difference.

Salary: £37k – 45k (Dependant on Experience) + Benefits

  • Duration: Permanent
  • Start date: ASAP (Understand notices may have to be served)
  • Location: Central London

The successful Service Desk Team Lead / Incident Manager will have the following:

  • Proven commercial experience working in a Service Desk Environment
  • Prior experience in a Senior / Team Lead Service Desk position
  • Prior experience as an Incident Manager OR the drive to become an Incident Manager
  • Strong ITIL Knowledge (Certification Highly Preferable)
  • The ability to Lead by example and manage a small team
  • Computer Science (OR similar) related Degree
  • Good understanding Microsoft tools such as Excel and PowerPoint for reporting.
  • Ability to work autonomously and take ownership of situations
  • Good communication skills & Listening skills
  • Demonstrable problem-solving skills
  • Ability to adapt to sensitive scenarios where clients are concerned
  • Ability and confidence to engage with stakeholders across the business at any level

Any of the following would be highly advantageous but NOT necessary:

  • knowledge of Linux or Unix
  • knowledge of SAP Hybris

As the successful Service Desk Team Lead / Incident Manager, you shall:

  • Lead by example
  • Ensure the Service Desk is operating efficiently/meeting SLAs
  • Provide mentorship to more Junior members
  • Respond to alerts raised by monitoring tools – escalate to resolver group if needing attention
  • Tracks incidents and problem tickets until successfully closure
  • Follow documented known-error repository to resolve recurring issues
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
  • Take ownership and responsibility of incidents, requests and problems assigned
  • Ensure SLA’s are met by various resolver groups – chasing and escalating to avoid breach
  • Maintain and consistently demonstrate a general knowledge of company policy and processes

This is a superb opportunity for a Mid – Senior Service Desk / Incident Professional, who is keen to boost their career.

If this is of interest to you, please do click ‘apply’ now and send your CV to

CV’s are being reviewed as a priority.

Key terms: Team Lead, Incident Manager, IT Support, Service Desk, Projects, Information Technology, SLA, ITIL, Processes, Incidents, SAP Hybris, Linux, Unix