Job Summary

The Service Desk Shift Lead is responsible for overseeing the daily operations of the service desk during their assigned shift. This role involves managing a team of service desk analysts, ensuring timely and effective resolution of customer issues, and maintaining high levels of customer satisfaction. The Shift Lead will also act as a point of escalation for complex issues and will work closely with other IT teams to ensure seamless service delivery.

Key Responsibilities

  1. **Team Management:**    - Supervise and support a team of service desk analysts during the assigned shift.    - Conduct regular team meetings and provide ongoing training and development.    - Monitor team performance and provide feedback and coaching as needed.    - Ensure adequate staffing levels and manage shift schedules.    2. **Incident Management:**    - Oversee the logging, categorization, prioritization, and resolution of incidents.    - Act as the first point of escalation for complex or high-priority issues.    - Ensure incidents are resolved within agreed SLAs and follow up on any breaches.    - Coordinate with other IT teams for incident resolution and problem management.    3. **Client  Service:**    - Ensure high levels of customer satisfaction by maintaining a customer-focused approach.    - Handle customer complaints and escalate issues as necessary.    - Monitor customer feedback and implement improvements based on insights.    4. **Reporting and Documentation:**    - Generate and analyze reports on service desk performance, including incident resolution times, customer satisfaction, and team productivity.    - Maintain accurate and up-to-date documentation of processes, procedures, and knowledge base articles.    - Provide regular updates to the Service Desk Manager on shift performance and any ongoing issues.        5. **Process Improvement:**    - Identify areas for improvement in service desk operations and implement changes to enhance efficiency and effectiveness.    - Stay updated on industry best practices and emerging technologies to continuously improve service delivery.    6. **Compliance and Security:**    - Ensure all service desk activities comply with company policies and regulatory requirements.    - Promote and enforce IT security best practices within the team.    **Qualifications:**    - **Education:**   - Bachelor’s degr

Skill Requirements

Strong leadership and team management skills. 
 - Excellent problem-solving and decision-making abilities. 
 - Proficient in ITSM tools (e.g., ServiceNow, Remedy). 
 - Strong communication and interpersonal skills. 
 - Ability to work under pressure and manage multiple priorities. 
 
- **Certifications (Preferred):** 
 - ITIL Foundation Certification. 
 - Other relevant certifications (e.g., CompTIA, Microsoft, Cisco). 
 
**Working Conditions:** 
 
- Shift work, including nights, weekends, and holidays as required. 
- Fast-paced environment with a high volume of incidents and requests. 

Other Requirements

- **Education:** 
 - Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). 
 
- **Experience:** 
 - Minimum of 5-8 years of experience in a service desk or technical support role. 
 - At least 1-2 years of experience in a leadership or supervisory capacity.