Foster + Partners Lead Service Desk Analyst London, Battersea Permanent The Lead Service Desk Analyst is responsible for the smooth running of the Service Desk under the strategic direction of the End User Support Manager. This role drives consistent service quality, efficient resolution of tickets and a culture of continuous improvement, working closely with the problem and change managers. The role ensures effective day-to-day service delivery by coordinating staff, resources, and processes to meet service level agreements (SLAs) and user satisfaction targets. Key skills: 3+ years of experience in a similar role. ITIL Expertise Comprehensive understanding of ITIL/ITSM frameworks (ITIL 4 Foundation minimum; ITIL Managing Professional or specific practice certifications highly desirable). Demonstrable experience in leading Incident, Major Incident, Knowledge Management, and Request fulfilment within a live environment. Proven experience in driving ITIL process maturity improvement in an operational environment. Operational Leadership Proven experience of supervising day-to-day service desk or IT support operations. Ability to manage multiple priorities and work under pressure. Process and Performance Management Ability to create, interpret, and present ITSM metrics, identifying root causes for performance issues and implementing improvements. Familiarity with ITSM tools (ServiceNow and/or FreshService), operational dashboards, and automation. Communication and S