IT Services Lead

Our Enterprise IT team plays a critical role in keeping our global workforce connected, secure, and productive. We are building a proactive, customer-first IT organisation, and we are looking for an IT Services Lead to help shape how great internal IT support is delivered at Fourth. As IT Services Lead, you will own the day-to-day delivery of IT support services across Fourth globally. You will bring structure, consistency, and accountability to the way our internal colleagues experience IT support, while helping the team continue to improve how we work. This is a hands-on leadership role for someone who enjoys staying close to the detail. You will guide a small, distributed desktop support team, act as a senior escalation point, resolve issues where needed, and lead by example. The role combines technical credibility, practical ITIL-aligned service management, strong stakeholder engagement, and a genuine customer-first mindset. Responsibilities: Own the global day-to-day delivery of IT support services, ensuring internal users receive a responsive, reliable, and customer-first experience. Create clearer structure, consistency, and service discipline across support operations through practical ITIL-aligned best practice. Lead, coach, and support a small, distributed desktop support team while remaining actively involved in service delivery, escalations, and issue resolution. Define and improve service desk processes, workflows, escalation paths, and ways of working without adding unnecessary bureaucracy. Monitor service performance, including ticket volumes, resolution times, SLA adherence, and user satisfaction, and use data to drive continuous improvement. Act as a senior technical escalation point for complex end-user, desktop, hardware, Windows, and macOS support issues. Support root cause analysis and problem management to reduce recurring incidents and improve service quality. Oversee IT asset management, including hardware inventory, software licensing, lifecycle planning, laptop provisioning, and device reclamation. Work closely with Senior System Administrators and wider IT colleagues to ensure joined-up delivery across end-user support and wider IT operations. Coordinate effectively with third-party IT partners. Act as a trusted IT services contact for internal stakeholders across regions, communicating clearly on service status, incidents, and planned changes. Own the JML process ensuring a smooth and modern onboarding and offboarding experience for those joining and leaving Fourth. Requirements: Proven experience in an IT service management or IT services lead role, with responsibility for end-user support delivery. Strong working knowledge of ITSM principles and practical experience applying ITIL-aligned best practice in a balanced, business-friendly way. Experience leading, managing, or coordinating distributed IT support teams across multiple locations. A strong hands-on technical background across Microsoft 365, Windows and macOS device support, endpoint management, and IT hardware support. The credibility and willingness to stay actively involved in technical troubleshooting and complex issue resolution. Ability to define, improve, and manage IT service processes, including SLAs, reporting, and continuous improvement activities. Excellent communication skills, with confidence engaging both technical teams and business stakeholders. A customer-first, highly responsive approach, with sound judgement to balance service standards, operational priorities, and business flexibility in a fast-moving environment. Nice to have: ITIL Foundation certification or higher. Experience with ITSM platforms such as Zendesk. Familiarity with Microsoft Intune or similar endpoint management platforms. Experience working in a global organisation with geographically distributed IT teams. Exposure to AI-assisted service desk tools or automation-first IT operations.