IT Service Team Leader

About the role

The IT Service Team Leader (known as OneDesk inside the company) provides regional leadership for IT service desk services across AEMEA, covering Service Desk, End User Computing, and Site Support. You are accountable for the quality, performance, and continuous improvement of services delivered through a managed service provider model, ensuring they are aligned with business priorities, governed effectively, and delivered consistently. Acting as the primary link between the business and Enterprise Infrastructure Services (EIS), this role represents business needs within EIS and communicates service direction back to the business. It oversees day-to-day service desk delivery, supports decision-making in non-standard situations, manages exceptional business requests, and works with stakeholders, IOM architects, service teams, and external providers to improve service quality, shape roadmaps, and enhance the end-user experience. The role also defines and maintains standards for end-user compute technologies, including PCs, tablets, and smartphones, within the Microsoft 365 ecosystem.

Responsibilities

• Build and maintain strong relationships between business stakeholders and Enterprise Infrastructure Services across the AEMEA region.
• Provide day-to-day oversight and direction for OneDesk services, including Service Desk, End User Computing, and Site Support, in line with business priorities and enterprise standards.
• Govern managed service provider performance and delivery quality, including user satisfaction, operational stability, service-level compliance, continuous improvement, and decisions in non-standard or out-of-scope situations.
• Manage demand intake, prioritization, and governance for workplace and infrastructure initiatives, balancing exceptional business requests with operational delivery priorities.
• Coordinate and oversee delivery of projects and service improvements, ensuring effective execution and smooth transition into operations.
• Define and drive standards, governance, and lifecycle direction for end-user compute technology (PCs, tablets, and smartphones) across the Microsoft 365 ecosystem.
• Drive continuous improvement through service metrics, user feedback, and performance data to enhance service quality and user experience.
• Support budget forecasting and technology-refresh (hardware lifecycle) planning for the OneDesk area.
• Collaborate with the IOM architects (security, network, and server) to build a portfolio of services that meets business requirements.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, System Analysis, or a related field; equivalent relevant experience will also be considered.
• Significant experience in Information Technology, including project management, business analysis, and service delivery in complex environments.
• Experience in global or multi-regional environments with cross-functional stakeholder exposure.
• Strong working knowledge of IT service management practices, with ITIL certification strongly preferred.
• Strong stakeholder management, communication, and influencing skills, including confidence in working with senior leaders.
• Strong analytical and problem-solving skills, with the ability to translate business needs into practical service solutions.
• Strong experience governing managed service providers, including