Service Desk Lead

The Service Desk Lead for the Carne Project will be responsible for overseeing the daily operations of the service desk, ensuring that IT support services are delivered efficiently and effectively. This role involves managing a team of service desk analysts, providing technical guidance, and ensuring adherence to service level agreements (SLAs). The ideal candidate will have strong leadership skills, a solid understanding of ITIL principles, and experience in a service desk environment. Key Responsibilities :

Supervise and manage the service desk team, including performance management, training, and development.

Act as a point of escalation for complex or unresolved issues.

Monitor service desk performance and ensure SLAs are met.

Develop and implement service desk processes and procedures.

Manage and maintain the service desk knowledge base.

Generate and analyze service desk reports to identify trends and areas for improvement.

Ensure excellent customer service and user satisfaction.

Collaborate with other IT teams to resolve incidents and problems.

Stay up-to-date with IT trends and technologies.