IT Service Desk Team Leader
1 day ago
Role Summary
The Service Desk Lead is responsible for supervising and managing a team of 1st and 2nd line Service Desk Analysts, ensuring high-quality technical support delivery, SLA compliance, and alignment with ITIL best practices. This role includes operational oversight of ticket queues, process governance, reporting, continuous improvement, and overall support efficiency.
Key Accountabilities
- Lead and supervise the 1st/2nd Line Service Desk team to ensure service levels and customer satisfaction targets are met.
- Ensure consistent use of ITIL-aligned practices for Incident, Request, and Problem Management.
- Conduct daily oversight of ticket queues and backlog to maintain operational efficiency across new and pending work.
- Drive process improvements by identifying operational gaps and implementing corrective and preventive actions.
- Track, analyze, and report service performance metrics, SLA compliance, and backlog status to IT leadership.
Responsibilities
Main Duties
- Review ticket queues daily across Incident, Request, and Problem categories to ensure timely handling and prioritization.
- Monitor and manage backlog, ensuring SLA adherence and appropriate escalation procedures.
- Coach and mentor team members on ITIL service workflows and best practice technical support methodologies.
- Ensure accurate categorization, prioritization, escalation, and documentation of all support requests and incidents.
- Conduct feedback sessions, process refreshers, and training workshops to reinforce service standards and knowledge consistency.
- Provide direct support as needed in a 1st and 2nd line technical capacity.
- Manage escalations from Service Desk Analysts to support service continuity and efficiency.
- Identify incident patterns, recurring issues, and improvement opportunities through ticket trend analysis.
- Prepare and present daily, weekly, and monthly service reports including KPIs, volume insights, and SLA performance.
- Manage workload scheduling, resource allocation, and shift coordination to ensure appropriate support coverage.
- Support onboarding, upskilling, and capability development for new or existing team members.
Skills & Capabilities
- Strong leadership experience with the ability to coach, guide, and motivate Service Desk teams.
- Excellent verbal and written communication skills suitable for both technical and non-technical audiences.
- Solid understanding of ITIL practices, particularly Incident, Request, and Problem Management.
- Ability to prioritize and manage multiple tasks in fast-paced or high-pressure environments.
- Strong analytical and decision-making skills with a proactive approach to resolving operational challenges.
- Positive, adaptable, and collaborative mindset with a continuous improvement focus.
Eligibility Criteria
- Bachelors degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 6–10 years of experience in IT Service Desk operations, with at least 2 years in a team lead or supervisory role.
- Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, ManageEngine, or similar.
- ITIL Foundation certification required; advanced ITIL certification is an advantage.
- Experience managing SLA-driven environments with reporting responsibility
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