
Service Desk Team Lead
4 days ago
The successful candidate will lead a frontline technical support team, ensuring efficient resolution of IT incidents and service requests.
This role combines technical expertise with leadership and coordination skills to provide high-quality customer service.
Key Responsibilities:
- Lead and support a team of Service Desk Analysts in daily operations
- Monitor and report on SLAs, KPIs, and ticket resolution times
- Manage ticket escalations and complex technical issues
- Act as a liaison between the service desk and other IT departments
- Train and onboard new team members; identify training needs
- Maintain documentation and ensure accurate ticket notes
- Drive improvements to service desk processes and procedures
- Promote ITIL best practices across the support team
- Ensure consistent delivery of excellent customer service
Requirements:
- Minimum 3 – 5 years in IT support or service desk environment
- Previous experience in a supervisory or leadership role
- Strong technical knowledge of desktop, network, and software issues
- Familiarity with ITSM tools (e.g. Halo, ServiceNow, Zendesk, Jira)
- Understanding of ITIL framework (certification preferred)
- Strong communication, problem-solving, and organizational skills
- Ability to manage high-pressure situations and multiple priorities
Preferred Skills:
- ITIL V4 Foundation certification
- Experience with Active Directory/ Microsoft Tools
- Exposure to enterprise environments
- Experience with coaching and mentoring team members
- Leadership and motivational ability
- Calm under pressure
- Customer focused mindset
- Detail-oriented and proactive
- Understanding of PCI/SOC compliance
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