Service Desk Team Lead
We are looking for a proactive Service Desk Team Lead to manage L1 support operations and lead a team of Service Desk Agents. The role is responsible for ensuring timely incident resolution, meeting SLA targets, and delivering excellent customer support while following ITIL best practices.
Key Responsibilities
- Lead and manage L1 Service Desk operations.
- Act as the escalation point for critical incidents.
- Monitor SLA/KPI performance and ticket queues.
- Manage incidents and service requests using ServiceNow.
- Coordinate with L2/L3 teams for issue resolution.
- Coach and mentor team members and manage performance.
- Ensure proper documentation and knowledge management.
- Drive service improvements and operational efficiency.
- Manage shift planning and resource allocation.
- Prepare service reports and dashboards.
Required Skills
- Windows, Mac OS, Microsoft 365, Active Directory.
- Basic networking (VPN, LAN/Wi-Fi, DNS).
- ServiceNow or other ITSM tools.
- Good understanding of ITIL processes.
Experience
- 5–7 years of IT Service Desk/Technical Support experience.
- Minimum 2 years in a Team Lead or Supervisory role.
