Service Desk Lead

Service Desk Lead Job Description Template

Our company is looking for a Service Desk Lead to join our team.


  • Present any recommendations for new systems and implementation plans including determining scope, costs, and time-scales;
  • Lead the management of the cloud and physical environments in use at the client including responsibility for cost management;
  • Ensure backups are performed according to the agreed schedule and that they are verified and recoverable;
  • Research and recommend any changes to the overall infrastructure to improve the performance, cost or automation of manual tasks;
  • Responsible for the management of the network infrastructure including LAN and WAN.


  • Virtual Servers – physical host servers with VMWare ESX server 5.5 and Hyper V;
  • Firewall / URL Filtering / IPS – supporting NXGen Firewalls;
  • Security – Monitoring and analysing network activity using Dark trace and Cylance;
  • Desktop Software-based around Windows 10 and Office 365, Windows Operating System – Windows 10 and previous versions;
  • Skype for Business – Conference facilities using Polycom phones;
  • Virtual Servers – Management, planning and migration of Azure server environments;
  • Desktop PCs – Software deployment methods and automating and managing updates and patching of software;
  • Shared Storage – hosted on a local EMC VNX5300 SAN;
  • Server Software – Azure, Hybrid Office 365, ADFS, CommVault cloud backup service;
  • Monitoring Wide Area Network – 2 x 300 Mbps Colt circuits;
  • Local Area Network – network equipment connected to speeds of 10Gbps for faster connection to servers and storage;
  • Managing and monitoring local area networks including Guest WiFi networks.