Job Summary
The Service Desk Team Lead is responsible for leading and supervising a team of Service Desk Analysts to ensure high quality, customer focused IT support services. This role acts as the first line of operational leadership, ensuring adherence to SLAs, ITIL processes, and continuous service improvement while serving as an escalation point for complex incidents and stakeholder communication.
Job Description Strong understanding of ITIL (Incident, Request, Problem, Change)\\\\r\\\\n• Hands on experience with ITSM tools (ServiceNow preferred)\\\\r\\\\n• Broad understanding of end user technologies (Windows, M365, networking basics, devices)\\\\r\\\\n
Key Responsibilities
Lead day to day Service Desk operations to ensure incidents, requests, and tasks are handled efficiently and within SLA targets • Act as the primary escalation point for major incidents, customer complaints, and priority issues • Monitor ticket queues, workloads, and staffing levels to maintain service continuity • Ensure compliance with ITIL processes (Incident, Request, Problem, Change) • Provide guidance, coaching, and performance feedback to Service Desk Analysts • Conduct regular one to ones, performance reviews, and development planning • Support onboarding and training of new team members • Foster a positive, collaborative, and customer centric team culture • Monitor service performance metrics (SLA, CSAT, FCR, backlog, quality scores) • Identify trends, recurring issues, and improvement opportunities • Drive service improvements, automation opportunities, and knowledge base adoption • Ensure high standards of ticket documentation and communication quality • Act as an interface between the Service Desk, IT teams, and business stakeholders • Communicate service status, risks, and escalations clearly and professionally • Support major incident communications and post incident reviews • Ensure correct usage of ITSM tools (e.g., ServiceNow) • Maintain and improve knowledge articles, SOPs, and runbooks • Support audits, reporting, and service reviews
Skill Requirements
Lead day to day Service Desk operations to ensure incidents, requests, and tasks are handled efficiently and within SLA targets • Act as the primary escalation point for major incidents, customer complaints, and priority issues • Monitor ticket queues, workloads, and staffing levels to maintain service continuity • Ensure compliance with ITIL processes (Incident, Request, Problem, Change) • Provide guidance, coaching, and performance feedback to Service Desk Analysts • Conduct regular one to ones, performance reviews, and development planning • Support onboarding and training of new team members • Foster a positive, collaborative, and customer centric team culture • Monitor service performance metrics (SLA, CSAT, FCR, backlog, quality scores) • Identify trends, recurring issues, and improvement opportunities • Drive service improvements, automation opportunities, and knowledge base adoption • Ensure high standards of ticket documentation and communication quality • Act as an interface between the Service Desk, IT teams, and business stakeholders • Communicate service status, risks, and escalations clearly and professionally • Support major incident communications and post incident reviews • Ensure correct usage of ITSM tools (e.g., ServiceNow) • Maintain and improve knowledge articles, SOPs, and runbooks • Support audits, reporting, and service reviews
Other Requirements
Strong understanding of ITIL (Incident, Request, Problem, Change) • Hands on experience with ITSM tools (ServiceNow preferred) • Broad understanding of end user technologies (Windows, M365, networking basics, devices)