Service Desk Team Lead

Job Description

Lead the Service Desk function : manage daily operations, ownership of ticket queues and SLAs, mentorship of staff, and close collaboration with SMEs and other IT teams to achieve high levels of customer satisfaction.

Responsibilities :

• Supervise and mentor Service Desk staff; provide coaching, training and performance feedback.
• Own daily ticket queue management, ensure SLA targets are met and apply escalations appropriately.
• Coordinate with application and infrastructure SMEs for incident resolution and root cause analysis.
• Prepare weekly and monthly service reports and present operational metrics to management.
• Drive continuous improvement, develop runbooks, and oversee onboarding and knowledge-transfer activities.
• Manage staffing, scheduling and shift coverage to meet operational needs.
• Participate in Critical Incident Management and ensure effective communications with stakeholders.
• Maintain process documentation and support audits.

Qualifications