Service Desk Lead
Service Desk Lead
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Job Description
Key Responsibilities
Team Leadership & Management:
Recruit train mentor and evaluate service desk staff.
Foster a positive and collaborative work environment.
Schedule and manage team shifts to ensure 24/7 coverage (if applicable).
Operational Excellence:
Oversee daily operations of the service desk to meet SLAs.
Monitor ticketing systems to ensure timely resolution of incidents and requests.
Act as an escalation point for complex or high-priority issues.
Process Improvement:
Develop and enforce policies processes and procedures to streamline service desk operations.
Implement ITIL practices to improve service delivery.
Identify opportunities for automation or tools to enhance support efficiency.
Customer Focus:
Ensure high levels of customer satisfaction through proactive communication and quality service.
Gather user feedback to identify areas for improvement.
Reporting & Metrics:
Track and report on KPIs including ticket resolution time first-call resolution rate and user satisfaction.
Provide regular reports to senior management on service desk performance and trends.
Collaboration:
Work closely with other IT teams (e.g. infrastructure applications) to resolve issues and deliver projects.
Liaise with vendors and third-party providers as needed.
Skills & Qualifications
Essential:
Proven experience in a service desk or IT support management role.
Strong understanding of ITSM frameworks (e.g. ITIL).
Excellent communication and interpersonal skills.
Analytical and problem-solving abilities.
Familiarity with ticketing systems and remote support tools.
Desirable:
Relevant certifications (e.g. ITIL Foundation Microsoft CompTIA etc.).
Experience in managing budgets and vendor relationships.
Employment Type
Full Time
