IT Service Desk Lead

The Service Desk Team Leader is responsible for leading the frontline technical support team to ensure efficient resolution of IT incidents and service requests. This role combines technical expertise with leadership and coordination skills to provide high-

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead and support a team of Service Desk Analysts in daily operations
• Monitor and report on SLAs, KPIs, and ticket resolution times
• Manage ticket escalations and complex technical issues
• Act as a liaison between service desk and other IT departments
• Train and onboard new team members; identify training needs
• Maintain documentation and ensure accurate ticket notes
• Drive improvements to service desk processes and procedures
• Promote ITIL best practices across the support team
• Ensure consistent delivery of excellent customer service

QUALIFICATIONS

• Minimum 3 – 5 years in IT support or service desk environment
• Previous experience in a supervisory or leadership role
• Strong technical knowledge of desktop, network, and software issues
• Familiarity with ITSM tools (e.g. Halo, ServiceNow, Zendesk, Jira)
• Understanding of ITIL framework (certification preferred)
• Strong communication, problem-solving, and organizational skills
• Ability to manage high-pressure situations and multiple priorities
  

SKILLS PREFERRED

• ITIL V4 Foundation certification
• Experience with Active Directory/ Microsoft Tools
• Exposure to enterprise environments
• Experience with coaching and mentoring team members
• Leadership and motivational ability
• Calm under pressure
• Customer focused mindset
• Detail-oriented and proactive
• Understanding of PCI/SOC compliance