Information Technology Service Desk Team Lead

Job Overview

The IT Service Desk Lead will be responsible for overseeing the day-to-day operations

of the IT Service Desk team, ensuring high-quality support and service delivery across

the organization. This role requires strong leadership, problem-solving abilities, and

deep technical expertise to drive efficiency, customer satisfaction, and continuous

improvement in IT support services.

Key Responsibilities

Lead and manage the IT Service Desk team to deliver excellent customer service

and technical support.

Oversee incident management, problem management, change management,

and service request fulfillment in line with ITIL

best practices.

Monitor service desk operations to ensure SLAs are met and customer

satisfaction is maintained.

Provide guidance, motivation, and coaching to team members to achieve

performance and development goals.

Manage escalation...