Global Service Desk Lead - TWE41812 - eFinancialCareers : Job Details

Global Service Desk Lead

London | Hybrid | Global Professional Services Firm

A leading global professional services firm is seeking a seasonedGlobal Service Desk Leadto take ownership of its end-user support function and manage its relationship with a long-standing outsourced provider. This is a senior operational leadership role, focused on service quality, performance management, and effective collaboration across internal and external teams.

The Opportunity

You’ll lead a globally distributed service desk team operating under a dual model part in-house, part outsourced and be responsible for ensuring high-quality, consistent support across the organisation.

Your role will focus on driving service excellence, leveraging data and analytics to improve performance, and maintaining strong relationships with both internal stakeholders and external partners.

Key Responsibilities

• Lead the global service desk operation, ensuring consistent, high-quality support to users across multiple regions
• Own and manage the relationship with the outsourced service provider, including performance, governance, and continuous improvement
• Champion effective communication and collaboration between internal teams and the external partner
• Use data and reporting to identify trends, spot issues early, and drive efficiency

What You'll Bring

• Experience managing a global service desk delivered via an outsourced model
• Strong track record of driving service quality, performance, and user satisfaction
• Skilled in managing both third-party suppliers and internal stakeholders
• Excellent communication and influencing skills, especially at senior level
• Solid Microsoft stack experience essential

Job Details

• Competitive Salary + Excellent Benefits
• Hybrid Working - Top Range London Office
• Interviewing ASAP