Job Summary
Service Desk Team Lead responsible for managing day-to-day IT Service Desk operations, ensuring timely resolution of incidents and service requests while meeting SLA, KPI, and customer satisfaction targets. Leads and mentors service desk analysts, handles escalations, coordinates with cross-functional teams, drives process improvements, and ensures adherence to ITIL best practices. Acts as a key stakeholder interface, delivering high-quality support and maintaining operational excellence across the service desk function.
Key Responsibilities
Lead and manage daily Service Desk operations, Monitor and maintain SLA, KPI, CSAT, and service performance targets, Supervise and coach Service Desk analysts, Manage incident, service request, and escalation processes, Act as the primary point of contact for major incidents and critical escalations, Ensure timely resolution of tickets, Monitor ticket backlogs and drive resolution plans to reduce aging tickets, Coordinate with resolver groups, infrastructure teams, and third-party vendors, Manage shift schedules, attendance, and resource planning, Conduct regular team meetings, performance reviews, and feedback sessions, Ensure high customer satisfaction through effective communication and service quality
Skill Requirements
Drive operational excellence and strategic service desk initiatives, Mentor team members and develop succession plans for key roles,
Other Requirements
Drive operational excellence and strategic service desk initiatives, Mentor team members and develop succession plans for key roles,