Service Desk Support Lead

Job description

Company Description At Zayo Europe, we’re driven by a bold vision to power the world through connectivity. We’ve built and operated the critical fibre networks that keep businesses, communities, and economies connected. In 2024, we embarked on an exciting new chapter as a standalone company — a milestone that empowers us to innovate, grow, and lead with greater agility. As we continue to evolve, our mission remains clear: to deliver fast, reliable, and scalable infrastructure that fuels the digital world. Position Description The Service Desk Lead is responsible for leading and supporting the day-to-day operations of the IT Service Desk across multiple European countries. This includes ensuring excellent customer service, managing ticket queues, mentoring team members, and collaborating with other IT teams to continuously improve services. The ideal candidate is technically hands-on, with a deep understanding of Microsoft enterprise environments (Windows OS, Active Directory, Microsoft 365), and excels in problem-solving, communication and coordination. Knowledge of infrastructure environments, including Linux, virtualization, and IaaS platforms (such as AWS or Azure), would be a strong advantage. This role requires a balance of team leadership, process ownership, and hands-on support for hardware, software, and user onboarding across locations. Responsibilities Team Leadership and Coordination Supervise and mentor a geographically distributed and multilingual Service Desk team. Allocate, monitor, and manage ticket workloads, ensuring timely resolution in line with SLAs. Develop, document, and maintain Service Desk procedures, standards, and best practices. Ensure effective collaboration, workload transparency, and communication within the team. Maintain coverage and availability plans to support both remote and on-site users. Customer Support and Ticketing Work incoming tickets and answer calls to the Service Desk. Provide first and second-line support for multiple products to internal users, escalating to specialized teams when necessary. Resolve problems or escalate as necessary in a timely manner. Act as a senior point of escalation for complex IT issues. Maintain clear communication with end users, providing updates and resolutions within agreed timeframes. Perform End-User training. Ensure all tickets are properly documented with time spent, troubleshooting steps, and final resolution. Coordinate and execute onboarding and offboarding activities for users across multiple locations (remote and on-site). Operations and Maintenance Monitor and support desktop configurations, software deployments, patching, and antivirus solutions. Manage hardware stock across multiple locations, ensuring availability for onboarding, replacements, and project needs. Participate in hardware logistics: receiving, shipping, and inventory management of IT assets. Ensure full compliance with all internal security policies, including ISO/IEC 27001, NIS2, and Cyber Essentials Plus requirements. Preferred Qualifications 3+ years of experience in an IT Service Desk, Desktop Support, or End User Computing role , with at least 1 year in a supervisory or team lead capacity. Strong knowledge of Windows OS, Active Directory, Microsoft 365, and endpoint troubleshooting, and device imaging/provisioning. Experience with Microsoft Intune, Autopilot, or similar endpoint management platforms. Understanding IT security principles, including endpoint security, access management, MFA, phishing awareness, and security best practices. Experience working with IT ticketing systems and following incidents, requests, and change management processes (Jira, ServiceNow, Salesforce, or similar). Strong organizational and time-management skills. Excellent customer service, communication, and problem-solving skills. Professional working proficiency in English. (2nd European language is a plus) Education And Experience Requirements Experience in leadership, team management, or strong organizational skills will be an asset Experience supporting virtualization platforms (VMware, Hyper-V, or Proxmox) or cloud platforms (AWS or Azure). Familiarity with Linux systems, including basic troubleshooting and user administration. Microsoft certifications (MD-102, Microsoft 365 Fundamentals) or ITIL Foundation certifications. Rewards Competitive compensation including annual incentive plan Generous paid time off policy including, 25 days paid time off, one floating day and two volunteer days off per annum Hybrid working Health and life Insurance Meal vouchers Employee assistance programs including mental health, wellbeing and medical support Zayo Europe provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour , religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.