Senior Service Desk Analyst

Senior Service Desk Analyst - Leicester (Hybrid)

We're working with one of the UK's leading tech-driven organisations to recruit a Senior Service Desk Analyst, a pivotal leadership position that blends day-to-day technical support with team coordination and strategic oversight.

This role sits between Leadership and the wider analyst team, acting as the first point of contact for escalations, conflict resolution, and mentoring. You'll help lead the team from the front by coaching, supporting, and improving processes, while still remaining hands-on.

What You'll Be Doing:

• Leading by example as the go-to contact between the team and Leadership
• Supporting a team of 1st & 2nd Line Analysts - managing escalations, shift cover, and workloads
• Resolving team challenges and handling conflict with confidence and professionalism
• Driving improvements across documentation, service levels, and technical delivery
• Staying hands-on with technical support in areas like Windows Server, O365, networking, and virtualisation
• Acting as a technical and leadership mentor to junior team members

Tech Environment:

• Windows Server, Active Directory, Intune, Office 365
• Networking fundamentals: DNS, DHCP, LAN/WAN
• VMware, Hyper-V
• Antivirus & endpoint protection
• ITIL Foundation (preferred)

What You'll Need:

• Proven leadership experience in a service desk or IT support setting
• Excellent communication and conflict-resolution skills
• Strong technical background across Microsoft infrastructure and networking
• A desire to lead from the front while still contributing technically
• Confidence liaising with senior stakeholders and mentoring junior staff

Apply Now
If you're an experienced IT professional ready to step into a hands-on leadership role and help shape a high-performing support function, don't wait. Apply today or message me directly for more details.

Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.

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