Team Lead Service Desk - Incident Manager

Job Description :

We are seeking dedicated and experienced professionals to fill the key IT Service Management (ITSM) role of Incident Manager. This role is critical in ensuring the efficient and effective delivery of IT services, managing incidents, and maintaining robust ITIL-compliant processes. As a Team Lead, you will be responsible for managing a team that provides first-level technical support while ensuring that all relevant parties are kept up to date on the status of the incident. You will ensure management and resolution of incidents within the organization with agreed service desk service level agreements (SLAs) and performance. As the Incident Manager, you will also be responsible for developing and implementing processes and procedures for incident management.

Responsibility:

• Oversee the daily operations of the service desk team, ensuring efficient and effective service delivery.
• Develop processes for managing the team, sharing workload, and measuring KPIs/SLA.
• Oversee incidents and service requests throughout their lifecycle, ensuring timely resolution.
• Manage first-line investigation and diagnosis of all incidents and service requests.
• Ensure incidents are correctly assigned to the appropriate resolver team, prioritized, and backlog appropriately managed.
• Drive the incident management system and processes, including optimizations, automation, maintenance, and reporting.
• Ensure communication is clear and consistent, leveraging automation where possible.
• Create a monthly incident reporting pack, including meaningful insights such as data and trend analysis, and an executive summary.
• Lead monthly Incident Management forum meetings, incident retrospectives, and lessons learned.
• Ensure that Incident Management Process documentation and relevant policies are kept up to date.
• Establish and maintain a framework for continuously improving service quality.
• Guarantee that services provided by the service desk comply with international ITIL certifications.
• Ensure all systems are auditable for regulatory requirements.
• Provide training content and plans for assigned and new resources.

Requirements:

• 7-10+ years of experience in IT Service Management, with a focus on service desk or IT support roles.
• Familiarity with ITIL framework and processes.
• Experience with ticketing systems like ServiceNow, Zendesk, or JIRA, and remote support tools.
• Experience managing a remote/dispersed team of technical engineers.
• Strong communication skills (written and oral) for dealing with users and team members of varying skillsets and knowledge.
• Experience with reporting and data analysis.

Skills Required
Incident Management, Itil Framework, Sla Management