IT Service Desk Chapter Lead

About the role

Sitting within the Chief Technology Office, Intelligent Digital Experience brings together people, AI, automation, engineering and frontline experience to give colleagues simpler, smarter technology support. As Chapter Lead – IT Service Desk, you will lead and develop a high-performing chapter of Service Desk professionals, balancing people leadership, operational performance and technical capability development. You will work across Chapters, Squads and technology teams to turn frontline insight into better services and smarter automation.

Key responsibilities

• Lead, coach and develop Chapter members through clear expectations, meaningful feedback, career conversations and practical learning opportunities.
• Build an engaged, inclusive and accountable chapter that consistently delivers quality service and colleague outcomes.
• Use service data, customer feedback and operational trends to identify root causes, improve performance and prioritise systemic fixes.
• Champion an engineering mindset across the Service Desk, including automation, knowledge intelligence, observability, proactive prevention and continuous improvement.
• Partner with Product Owners, Chapter Leads, engineering, platform, security and support teams to resolve dependencies and deliver sustainable outcomes.

Required profile

• Proven experience leading a Service Desk or technology support function, including coaching, performance, engagement and career development.
• An engineering and systems-thinking mindset, supported by experience in data-led improvement, root-cause analysis, automation and prevention.
• A creative, customer-focused approach to problem solving and curiosity about how AI, digital channels and emerging technologies can improve support experiences.
• Experience combining strong people leadership with curiosity, sound judgement and a drive to improve how services work.