Service Desk Team Lead
Service Desk Team Lead
Posted on :
19-09-2025
Employer Active
1 Vacancy
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Job Description
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 :
- Bachelors Degree in IT or equivalent experience preferred.
- 35 years experience in IT Service Desk operations with at least 12 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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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