Service Desk Team Lead
EHS TECHNOLOGIES CORPORATION
Job Description
Job Description
Description:
Responsibilities:
- Lead and supervise daily operations of the service desk team
- Monitor ticket queues and ensure incidents and service requests are resolved within SLAs
- Act as an escalation point for complex or high-priority technical issues
- Provide coaching, mentoring, and performance feedback to team members
- Conduct team meetings, training sessions, and onboarding for new staff
- Analyze service desk metrics (e.g., response time, resolution time, customer satisfaction) and implement improvements
- Ensure adherence to IT service management (ITSM) processes and best practices
- Coordinate with other IT teams (infrastructure, applications, security) to resolve issues
- Assist with major incident management and communication to stakeholders
- Maintain and improve knowledge base documentation and standard operating procedures
- Support scheduling, staffing, and workload balancing
Minimum Requirements: Bachelors Degree and 4-7 years of experience
*position subject to CSWF requirements*
Vacancy posted more than 2 months ago
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