Job Summary
Lead and mentor a team of Service Desk Analysts to deliver high-quality IT support services. Oversee incident and request management, ensure SLA compliance, drive continuous service improvement, manage escalations, and collaborate with cross-functional IT teams to enhance end-user experience and operational efficiency.
Key Responsibilities
Lead, coach, and support Service Desk Analysts to achieve team KPIs and service targets. Monitor incident, request, and escalation queues to ensure timely resolution and SLA adherence. Act as the primary escalation point for complex technical and service-related issues. Drive customer satisfaction through effective communication and service delivery. Analyze service desk performance metrics and prepare operational reports. Manage workload distribution, shift planning, and resource allocation. Collaborate with Infrastructure, Network, Security, and Application teams for issue resolution. Ensure accurate ticket documentation and knowledge base maintenance. Conduct team training, performance reviews, and skill development initiatives. Identify process improvement opportunities and implement ITSM best practices. Support audit, compliance, security, and access management procedures.
Skill Requirements
Leadership & People Management Lead, coach, and mentor service desk teams. Manage performance, resolve conflicts, and drive team effectiveness. Customer & Stakeholder Management Deliver excellent customer service. Build strong stakeholder relationships and ensure effective communication. IT Service Management Manage incidents and problems using ITSM best practices. Utilize ServiceNow/ITSM tools and ensure SLA/KPI compliance. Advanced Technical Support Handle complex troubleshooting and escalations. Support hardware and software-related issues. Operating Systems Expertise Provide support for Windows, macOS, and mobile operating systems. Identity & Access Management Administer Active Directory. Manage user provisioning and access controls. Networking Fundamentals Troubleshoot VPN, Wi-Fi, DNS, and basic network issues. Virtualization Support Support Virtual Desktop Infrastructure (VDI) environments. Security & Compliance Ensure user access security. Promote security awareness and compliance with policies. Documentation & Governance Maintain knowledge bases and process documentation. Generate operational and management reports. Cross-Functional Collaboration Coordinate with multiple IT teams. Manage vendor interactions and service delivery.
Other Requirements
Training & Knowledge Transfer Mentor team members and conduct user training. Facilitate knowledge-sharing initiatives. Analytics & Continuous Improvement Monitor service metrics and dashboard reports. Identify opportunities for service and process improvements. Core Soft Skills Strong problem-solving and decision-making abilities. Effective time management, adaptability, and teamwork.