Service Desk Team Lead

The Service Desk Lead is responsible for leading the IT Service Desk team and ensuring the timely and efficient handling of customer-reported incidents and service requests. This role ensures SLA adherence, provides escalation support, and delivers consistent client communication to maintain high service satisfaction. The Service Desk Lead manages day-to-day operations, mentors analysts, and ensures compliance with ITIL-aligned service management processes while driving continuous improvements in support delivery

Key Responsibilities

Service Desk Operations

• Oversee day-to-day activities of the service desk, ensuring smooth ticket logging, categorization, prioritization, and resolution.
• Assign, monitor, and escalate tickets as required to meet SLA and customer expectations.
• Track incident trends, recurring issues, and coordinate long-term solutions with technical teams.
• Monitor service desk KPIs (e.g., first response time, resolution time, ticket backlog) and implement corrective actions when needed.
• Ensure accurate documentation of issues, troubleshooting steps, and resolutions.

Client & Stakeholder Support

• Act as the primary contact for client-side escalations regarding service desk operations.
• Provide proactive communication with customers during service disruptions, high-priority incidents, or major outages.
• Support regular service review meetings with clients by presenting performance reports and identifying areas for improvement.
• Collaborate with Service Delivery Leads and Managers to ensure client requirements and SLAs are consistently met.
• Maintain positive client relationships by ensuring transparency, responsiveness, and accountability

Team Supervision & Coaching

• Lead, mentor, and develop Service Desk Analysts, fostering a culture of customer-centric service delivery.
• Monitor and evaluate team performance, providing regular feedback, coaching, and performance appraisals.
• Conduct training sessions on IT service desk best practices, communication etiquette, and technical troubleshooting.
• Manage team schedules (RTO, WFH, Onsite), shift rotations, and reliever assignments to ensure service coverage.
• Facilitate onboarding and knowledge transfer for new hires, cadets, or relievers.

Process & Compliance

• Ensure service desk processes are aligned with ITIL practices for incidents, problem, and request management.
• Maintain updated SOPs, troubleshooting guides, and knowledge base articles for use by the team and customers.
• Enforce compliance with service documentation standards and audit requirements.
• Support internal and client-driven quality assurance reviews and implement recommendations.
• Contribute to company-wide service improvement projects by sharing service desk insights.

Continuous Improvement

• Identify and recommend process improvements to enhance service desk efficiency and end-user satisfaction.
• Review recurring incidents and escalate underlying problems for permanent resolution.
• Introduce automation, self-service portals, or workflow improvements where possible.
• Collaborate with other IT support teams (e.g., Systems, Network, Security) to streamline escalations and reduce resolution time.

Qualifications

• Bachelor's degree in information technology, Computer Science, or related field.
• At least 3–5 years of IT support/service desk experience, with 1–2 years in a supervisory or team lead role.
• Strong knowledge of ITIL-based service management practices.
• Hands-on experience with ticketing and ITSM tools (e.g., ServiceNow, Jira, ManageEngine, Remedy).
• Technical proficiency in:
• Windows OS and Microsoft 365 administration
• Remote troubleshooting tools and endpoint support
• User account and access management (Active Directory, Exchange, Azure AD)

Preferred Certifications:

• ITIL Foundation v4
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• CompTIA A+
• HDI Support Center Team Lead or HDI Support Center Manager

Skills:

• Leadership and team development
• Strong client communication and stakeholder management
• SLA ownership and incident management
• Analytical and problem-solving ability
• Excellent organizational, multitasking, and reporting skills