IT Service Desk Lead

Proven experience in IT support/service desk environments with ownership responsibilities
Strong working knowledge of Microsoft 365, Entra ID, Windows and macOS environments
Familiarity with MDM tools (Intune, Kandji), ITSM platforms, and ITIL-aligned processes
Excellent communication, customer service, and organisational skills
Ability to work independently while staying aligned with a global team
Experience supporting SaaS-heavy environments (Slack, Atlassian, HubSpot, cloud telephony, etc.)
A proactive, methodical approach to troubleshooting and documentation
Experience supervising and developing more junior colleagues

Lead the delivery of IT support for your assigned region, including 1st/2nd line incident resolution, request fulfilment, and escalations
Own regional IT onboarding/offboarding workflows in coordination with HR and Security
Ensure timely and secure provisioning/deprovisioning of access in accordance with Joiner-Mover-Leaver processes
Troubleshoot hardware, software, and network issues across Windows, macOS, iOS, and supported SaaS platforms
Collaborate with your counterpart in the other region to ensure consistent user experience, knowledge sharing, and issue handover across time zones
Enforce security policies and proactively identify and reduce instances of shadow IT
Maintain and improve asset management practices, ensuring visibility of all regional devices and peripherals
Support local office infrastructure (meeting room tech, printers, network equipment, etc.)
Coordinate with third-party vendors (e.g., Apple, Dell, Microsoft, OpenAI, CRM and Telephony partners) where required
Proactively contribute to documentation, service improvement initiatives, automations, and toolset optimisation

No preferred qualifications provided.