Service Desk Team Lead

About the role

The Service Desk Team Lead will oversee daily operations of the service desk, ensuring timely and high‑quality support for end users. This onsite position works on a graveyard shift schedule and focuses on maintaining service levels and delivering an excellent customer experience.

Key responsibilities

• Lead and support a team of service desk analysts in handling incidents and service requests.
• Monitor ticket queues to ensure timely resolution and adherence to SLAs.
• Serve as an escalation point for complex technical issues.
• Provide coaching, mentoring, and performance feedback to team members.
• Ensure proper documentation of processes, troubleshooting steps, and knowledge articles.
• Coordinate with other IT teams to resolve recurring issues and improve service delivery.
• Track and report service desk performance metrics.
• Assist with scheduling, workload distribution, and shift coverage.

Required profile

• Experience in a service desk or IT support environment.
• Excellent communication, leadership, and customer‑service skills.
• Ability to troubleshoot common hardware, software, and network issues.

Required skills

• Strong understanding of ITSM processes (Incident, Request, Problem Management).
• Familiarity with ticketing tools and remote support technologies.