Service Desk Team Lead

About the Job

As the Service Desk Team Lead – Remote Support , you will oversee a team of remote support analysts, ensuring the delivery of high-quality technical support to end-users. This role includes team leadership, performance management, escalations, and continuous process improvement in a remote support environment.

As a Service Desk Team Lead, You Will :

• Lead, mentor, and motivate a team of remote support analysts.
• Conduct one-on-one and team meetings to ensure effective communication and team alignment.
• Manage SLAs for response times, resolution accuracy, and user satisfaction.
• Triage and escalate incidents based on priority for timely resolution.
• Provide performance feedback and drive improvement plans where necessary.
• Monitor team KPIs and SLAs to ensure operational efficiency.
• Evaluate and improve remote support processes and implement IT support best practices.
• Develop and maintain technology process documentation, SOPs, and service catalogs.
• Handle escalations from the Global Service Desk and ensure proper ticket resolution workflow.
• Create detailed operational reports and presentations using Excel and Google Slides.
• Provide support for hardware / software / network issue diagnosis and resolution.

As a Service Desk Team Lead, You Have :

Skills Required

It Operations, Service Desk, Team Leadership