Service Desk Lead - Ticketing System

Job Summary :

The Service Desk Lead plays a critical role in the IT Service Desk by overseeing daily operations, managing a team of support professionals, and ensuring the delivery of high-quality technical assistance to end-users.

This position requires a balance of technical expertise, leadership skills, and a strong commitment to customer service. The Service Desk Lead will implement best practices, drive continuous improvement initiatives, and act as a key liaison between the IT department and organizational stakeholders. The Service Desk Lead must be willing to work in a 24x7, three-shift team, which may require availability during morning, evening, or night : :

• Bachelors degree in information technology, Computer Science, or a related field (or equivalent work :
• Minimum of 8 years of experience in IT support or service desk roles, with at least 4 years in a supervisory or lead position.
• Proven experience in managing and leading a team in a high-pressure environment, preferably within an enterprise Skills :
• Proficiency in IT service management tools (e.g., ServiceNow) and ticketing systems.
• Strong understanding of ITIL framework, service desk operations, and best practices.
• Experience with networking concepts, operating systems, and enterprise applications.
• Knowledge in automation, preferably in Moveworks, and Skills :
• Excellent verbal and written communication skills, with the ability to convey complex technical information to non-technical users.
• Strong interpersonal skills, fostering collaboration and building rapport with team members and Skills :
• Demonstrated leadership and management abilities, including experience in coaching, mentoring, and developing staff.
• Ability to inspire and motivate a diverse team to achieve common :
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing Service Orientation :
• Commitment to delivering exceptional customer service and improving user (Preferred) :
• ITIL Foundation or advanced certifications.
• Relevant certifications in service desk management or technical support (e.g., CompTIA A+, Microsoft Certified Professional).

(ref : hirist.tech)