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:

• A full-time technical graduate degree.
• 7+ years of experience in IT operations, with at least 2 years in a TL/Supervisor role.
• Experience in remote support and ticketing tools (JIRA, ServiceNow, Remedy).
• Knowledge of ITIL processes (especially Incident, Problem, and Change Management); certification is a plus.
• Experience with Windows OS, Active Directory, VPN, VDI, Office 365 & G Suite admin tasks.
• Proficiency in technical documentation, root cause analysis, and performance optimization.
• Strong communication, presentation, and multitasking skills.
• A detail-oriented mindset with a commitment to continuous improvement.
• Flexibility to work in shifts and extended hours as needed.

Skills Required
It Operations, Team Leadership, Service Desk