Service Desk Team Lead
2 days ago
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
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