IT Service Desk Lead, EMEA

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Supporting more than 4,000 colleagues globally across multiple agencies and office locations, the Tech Support and Operations Lead is a key point of contact for technology support across the EU region.

You’ll provide hands-on 1st and 2nd line support, as well as manage more complex issues through to escalation, covering hardware, software, collaboration platforms, identity and access, networking, workplace technology and SaaS applications.

This is a varied, user-facing role combining day-to-day technical support with operational responsibilities including asset management, supplier coordination, office technology and service improvement. You’ll support colleagues both in person and remotely, helping to provide a responsive, professional and reliable technology experience.

What You’ll Do

• Provide responsive 1st and 2nd line support across desktop, mobile, SaaS, networking and workplace technology, owning issues from initial triage and troubleshooting through to resolution or escalation to specialist teams.
• Support colleagues through walk-up, desk-side and remote channels, including onboarding, offboarding, device preparation, account and access setup, meeting room technology, events and office moves.
• Manage and support Mac, Windows Surface, iOS and Android devices, including configuration, patching, endpoint compliance, replacements and mobile services, while maintaining accurate asset and inventory information.
• Support identity, collaboration and workplace platforms including Okta, Microsoft 365, Google Workspace, Zoom, Slack, Box, SharePoint, FreshService, Oomnitza, Intune, Meraki and related technologies.
• Coordinate with technology, building and service providers across the EU region, contribute to technology rollouts and operational projects, maintain clear support documentation and share relevant insight on new software requests and Shadow IT.

What We’re Looking For

• Experience providing hands-on technology support in a busy, user-focused environment, with strong troubleshooting skills across devices, operating systems, business applications, connectivity and access.
• Confidence supporting mixed Mac and Windows environments, mobile devices and cloud-based SaaS applications, with an understanding of endpoint management, device provisioning, patching and compliance.
• A good understanding of service desk practices, including ticket ownership, prioritisation, escalation, accurate documentation and clear communication with users.
• A professional, approachable and organised working style, with the ability to explain technical issues clearly to both technical and non-technical colleagues and manage competing priorities effectively.
• Experience supporting multi-site environments, workplace technology, events or office moves would be useful, as would familiarity with AI-enabled productivity tools and an interest in using automation to improve support services.

Every great sports team, band or squad is made stronger by people who bring different experiences, perspectives and strengths. Research suggests that women and people from underrepresented backgrounds are less likely to apply for a role unless they meet every requirement. We don't expect you to tick every box so if you're excited by the opportunity, believe you can make a difference and are ready to learn and grow with us, we'd love to hear from you.

THE·TEAM does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.