We are seeking an experienced Service Desk Team Lead to manage daily service desk operations, lead a team of analysts, and act as the key customer-facing representative for service performance and reporting.
- Lead and manage the Service Desk team to meet SLA and KPI targets
- Act as escalation point for complex technical and service issues
- Front customers and present weekly service performance reports
- Prepare and deliver SLA, incident, trend, and improvement reports
- Monitor ticket queues, workload distribution, and service quality
- Coach, mentor, and conduct performance reviews for team members
- Drive continuous service improvement and customer satisfaction
- Work closely with internal teams and vendors
Requirements
- 4+ years of Service Desk experience, with 12 years in a Team Lead role
- Strong experience in customer-facing service reviews and reporting
- Good knowledge of ITIL processes (Incident, Problem, Change)
- Hands-on experience with ITSM tools (e.g. ServiceNow)
- Strong communication, presentation, and stakeholder management skills
- Experience supporting enterprise or managed services environments will be advantageous
