Service Desk & Incident Lead
JOB_53829714780118Job type
ContractLocation
UxbridgeWorking Pattern
Full-timeSpecialism
InfrastructureIndustry
Aviation & AerospacePay
Flexible
Excellent Opportunity // Service Desk and Incident Management Lead // Uxbridge
Join a leading airline services provider as a Service Desk and Incident Management Lead!
Job Overview:
We are seeking a highly skilled and motivated Service Desk & Incident Lead to oversee end‑to‑end Service Desk operations, manage Incident Management processes, and ensure alignment with ITIL best practices and governance. This role is critical in driving high‑quality service delivery, tooling governance, and operational excellence across Transform.
We are seeking a highly skilled and motivated Service Desk & Incident Lead to oversee end‑to‑end Service Desk operations, manage Incident Management processes, and ensure alignment with ITIL best practices and governance. This role is critical in driving high‑quality service delivery, tooling governance, and operational excellence across Transform.
- Location: Uxbridge (Hybrid – 3 Days Onsite)
- Daily Rate: Flexible (Inside IR35)
- Contract Length: 6 Months
- Start Date: ASAP
Key Responsibilities
- Lead and manage the Service Desk team, ensuring exceptional IT support and high‑quality service delivery.
- Own and manage the end‑to‑end Service Desk model for Transform on the Central ServiceNow platform, aligned to ITIL and OpCo needs.
- Oversee and drive the incident management process, including prioritisation, escalation handling, and major incident participation.
- Approve new Application/Service support models and challenge non‑fit‑for‑purpose designs during Service Design.
- Govern Service Desk tooling, contractual components, SLA exceptions, and impacts of OpCo decentralisation.
- Act as primary escalation contact for complex incidents, GDPR‑related issues, and global service impacts.
- Monitor performance, drive continuous improvement, and oversee CSAT reporting and service assurance.
Key Requirements:
- Bachelor’s degree in IT, Computer Science, or a related field.
- Proven experience in Service Desk & Incident Management roles, including 3+ years in leadership.
- Strong understanding and application of ITIL frameworks.
- Excellent communication, decision‑making, and problem‑solving skills.
- Proficiency with Service Desk platforms such as ServiceNow.
- Ability to work under pressure, manage escalations, and influence multiple stakeholders.
Additional Information
Interview Process: Multi‑stage interview process (details provided upon screening).
How to Apply:
If you're interested in this role, click ‘apply now’ to forward an up‑to‑date copy of your CV, or call us directly. If this job isn't quite right for you, but you're exploring new opportunities, please contact us for a confidential career discussion.
Service Desk & Incident LeadJOB_538297147801182026-04-102026-07-09
Talk to Nikhil Sahu, the specialist consultant managing this position
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JOB_53829714780118