Freelance job Support Desk Team Lead

EMEA Service Desk Team Lead | London | 6 Month Contract to PermJob Title: Service Desk Team Lead (EMEA)Location: Central London (5 days onsite ideally, 4 days some weeks)Contract Duration: 6 months, with a view to convert to permanentIR35 Status: Inside IR35 | Rate: £175 per dayStart Date: 21/10/24 or ASAPCompany OverviewA global business with a strong presence across EMEA continues to grow, and they are seeking a proactive and collaborative Service Desk Team Lead to lead their EMEA support operations, ensuring effective delivery of IT services to 700-850 users.Role OverviewThe Service Desk Team Lead will manage a regional team to provide first-class IT support, focusing on both business-as-usual (BAU) operations and strategic in-house projects, including office expansions, security, and infrastructure. This is a hands-on leadership role, ensuring efficient ticket management, technical issue resolution, and support delivery across the EMEA region.Key ResponsibilitiesLead the EMEA Service Desk team, fostering a collaborative and supportive work environmentManage the resolution of incidents and service requests, ensuring all tickets are logged, tracked, and resolved efficiently using ZendeskServe as the escalation point for complex technical issues, driving timely resolutions and maintaining high customer satisfactionSupport ongoing in-house projects including office expansion, security, and infrastructure initiativesEnsure seamless IT operations across the region, with a focus on BAU tasks and long-term strategyCollaborate with global teams to align regional initiatives with broader company objectives.Skills and ExperienceProven experience leading a Service Desk or IT support team within EMEAStrong knowledge of Microsoft technologies including Azure, Intune, Teams, Outlook, SharePoint, and experience with managing Windows laptops and mobile devices (MDM)Hands-on experience with incident management platforms (Zendesk preferred)Team-centric leadership approach - focused on supporting and collaborating with team members, not overly demanding in terms of leadership style.Nice to HaveExperience in a regulated industry, though not essentialRegional leadership experience, ideally within a global business context.Additional InformationThis role requires you to be based on site in London 5 days a week (some flexibility for 4 days per week on occasion)You will play a critical part in supporting a global business during its expansion phase.If you are a team-oriented leader with strong technical expertise and a passion for delivering exceptional IT support, we encourage you to apply online without delay. #LI-PB1