Job Summary
Key responsibilities include managing team productivity, monitoring service performance (SLA, CSAT, FCR), coaching and developing team members, and driving continuous service improvements through automation, knowledge management, and process optimization. The role also acts as an escalation point for critical incidents and ensures effective communication with stakeholders, vendors, and leadership.
Key Responsibilities
Service Delivery & SLA Management Team Leadership & People Development Incident & Request Lifecycle Management Stakeholder & Vendor Coordination Continuous Improvement & Automation End-User Experience & CSAT Enhancement Governance, Reporting & Compliance
Skill Requirements
Strong leadership and decision-making Excellent communication and stakeholder management High customer orientation Graduate in IT/Computer Science or related field 8–10 years of experience in IT Service Desk / Support environment Identify opportunities for process improvement and automation Monitor process compliance and documentation standards Govern access management and user validation processes Track and report KPIs such as SLA compliance, MTTR, CSAT, FCR, backlog Prepare MIS reports, dashboards, and management summaries Act as a key point of contact for business stakeholders and customers Provide regular service performance updates and reports Manage customer escalations and expectations effectively Ensure compliance with ITIL processes (Incident, Request, Problem, Change) Maintain and improve knowledge base (KEDB, SOPs, runbooks) Lead, coach, and mentor L1/L2 Service Desk analysts Conduct performance reviews, goal setting, and regular feedback sessions Manage team schedules, shifts, and resource allocation (24x7 environments) Drive employee engagement, retention, and skill development Identify and address training needs and skill gaps Ensure efficient handling of incidents and service requests within agreed SLAs Monitor queue performance, ticket volumes, and resolution timelines Ensure effective incident prioritization and timely resolution Drive First Call Resolution (FCR) and reduce backlog
Other Requirements
Must be multi-lingual - English, Polish and one more niche language. The Service Desk Team Leader is responsible for overseeing day-to-day service desk operations, ensuring efficient incident resolution, and delivering high-quality IT support services aligned with agreed SLAs and business expectations. This role leads a team of support analysts (L1/L2), drives performance management, and ensures adherence to ITSM processes such as Incident, Request, Problem, and Change Management