IT Service Desk Lead, EMEA

About the role

A user-facing technology support role covering first and second line assistance across a European region, combining hands-on troubleshooting with operational duties such as asset tracking and supplier coordination.

What you will do

• Own desktop, mobile, SaaS, networking and workplace technology issues from triage through resolution or escalation
• Help staff in person, at their desks and remotely, including onboarding, device setup, accounts and meeting room tech
• Configure and maintain Mac, Windows Surface, iOS and Android devices, keeping asset and inventory records accurate
• Support identity, collaboration and workplace platforms such as Okta, Microsoft 365, Google Workspace, Zoom, Slack and Intune
• Liaise with technology, building and service providers, assist rollouts and projects, and keep support documentation clear

What they look for

• Hands-on technology support experience in a busy, user-focused setting with strong troubleshooting across devices and applications
• Understanding of service desk practice: ticket ownership, prioritisation, escalation, documentation and clear user communication
• Professional, approachable and organised style, able to explain technical matters to any audience and juggle competing priorities

Nice to have

• Familiarity with AI-enabled productivity tools
• Interest in using automation to improve support services