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Service Desk Team Lead
4 weeks ago
Lead the Service Desk function: manage daily operations, ownership of ticket queues and SLAs, mentorship of staff, and close collaboration with SMEs and other IT teams to achieve high levels of customer satisfaction.
Responsibilities:
- Supervise and mentor Service Desk staff; provide coaching, training and performance feedback.
- Own daily ticket queue management, ensure SLA targets are met and apply escalations appropriately.
- Coordinate with application and infrastructure SMEs for incident resolution and root cause analysis.
- Prepare weekly and monthly service reports and present operational metrics to management.
- Drive continuous improvement, develop runbooks, and oversee onboarding and knowledge-transfer activities.
- Manage staffing, scheduling and shift coverage to meet operational needs.
- Participate in Critical Incident Management and ensure effective communications with stakeholders.
- Maintain process documentation and support audits.
Qualifications
- Bachelor’s Degree in IT or equivalent experience preferred.
- 3–5 years’ experience in IT Service Desk operations with at least 1–2 years in a lead or supervisory role.
- Experience with ITSM tools such as ServiceNow or Jira and ITIL processes.
- Strong leadership, mentoring, and communication skills.
- Proven experience in reporting and metrics-driven service operations.
- Strong analytical, and documentation skills.
