IT Service Desk Team Lead

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IT Service Desk Team Lead

  • Location:


  • Contact:

    Salem Mubarak

  • Contact email:

  • Job ref:


  • Published:

    3 months ago

  • Expiry date:


Paragon GE is looking for an IT Service Desk Team Lead for a 12 month FTC role with an Oil & Gas company in London.

The IT Service Desk Team Lead will be working on the global IT service desk. This will include but is not limited to providing IT end-user support, ensuring SLAs are adhered to and providing monthly reporting.

Position Title: IT Service Desk Team Lead
Contract Type: 12 month FTC
Expected package: To be discussed.
Location: London, UK.   

The role will involve:
  • The Management IT Service Desk queues within ServiceNow
  • Being an escalation point and providing guidance to junior staff
  • Ensuring service requests that come in are assigned to the correct team within IT and actioned in a timely manner
  • Providing end-user support within the London office
  • Provide monthly reporting to the IT Director 
  • Ensure working flows within ServiceNow are working as expected
  • Leasing with 3rd party companies to ensure requests are dealt with in a timely manner
  • Provide support during various IT projects 
  • We are looking for someone with:
  • Exposure to working within an MSP environment (desirable) or fast-paced SME
  • The ability to communicate fluently and confidently to a high standard in both written and verbal English (essential) and French (desirable)
  • Experience using ServiceNow
  • High level of analytical thinking and solving complex problems
  • Able to demonstrate a high level of technical knowledge in relation to end-user support and a range of IT hardware, software and systems such as O365, MS operating systems and AV
  • Demonstrable skills in the deployment of hardware and software systems
  • Ability to engage effectively with a wide range of stakeholders, both internally and externally
  • Ability to cope with multiple and changing demands, meet tight deadlines and exercise sound judgement in the face of conflicting pressures
  • Ability to act with a high degree of autonomy
  • Ability to manage projects
  • Demonstrable experience in a similar role supporting users over a multi-site environment

Technologies used (Essential)
  • Windows 10 & 11 
  • Hardware troubleshooting 
  • Dell
  • HPE
  • Lenovo
  • Cloud Technologies
  • Office 365
  • Azure
  • SharePoint and OneDrive
  • Exchange online
  • Software licensing and management
  • ServiceNow

  • SCCM
  • Creating and maintaining “golden” images
  • Creating and deployment of software
  • VOIP
  • Teams with direct routing
  • PowerBI
  • Supporting Audio Visual systems