IT Service Desk Lead
Job Description
We’re hiring an IT Service Desk Lead to run day-to-day end-user support for a busy aviation environment.
5–8+ years in IT support/service desk roles, including 1–3 years in a lead/supervisory capacity. Strong knowledge of ITIL-based service management, ticketing tools, and end-user support across Windows, O365, hardware, and basic networking. Confident managing SLAs, escalations, and stakeholder expectations. Experience in aviation, transport, or other 24/7 operational environments is a plus. ITIL certification preferred. Strong communication and calm problem-solving under pressure.
Responsibilities Duties:
You’ll lead a small team handling incidents, service requests, and access management, ensuring SLA performance and strong customer experience. You’ll coordinate escalations with infrastructure and application teams, maintain knowledge base articles, and improve processes through better triage, reporting, and root-cause follow-up. This role combines hands-on technical support with leadership and service management discipline.