Service Desk Lead

What You'll Be Doing


As a Service Desk Supervisor, you will lead day-to-day Service Desk operations across multiple support channels, including phone, chat, email, and self-service portals, supporting global customers. You will monitor ticket queues, ensure compliance with SLAs and OLAs, manage major incident communications, and drive timely issue resolution. You will coach and develop Service Desk Analysts, conduct ticket quality reviews, oversee shift scheduling and resource allocation, and ensure adherence to knowledge management and operational procedures. Additionally, you will analyze KPI dashboards, prepare customer and leadership reports, and drive continuous service improvement initiatives focused on enhancing service quality, operational efficiency, and customer satisfaction.


What You Bring to the Team

• 10+ years of experience in IT Service Desk, Technical Support, or End User Support environments.
• 3 to 5 years of experience leading or supervising Service Desk teams.
• Proven experience managing global or distributed 24x7 support operations.
• Strong leadership skills with expertise in coaching, mentoring, stakeholder management, and conflict resolution.
• Hands-on experience with ServiceNow or similar ITSM platforms, including reporting and dashboard creation.
• Knowledge of ITIL frameworks and Incident, Request, Problem, and Change Management processes.
• Technical expertise in Microsoft 365, Active Directory/Azure AD, Windows operating systems, remote support tools, and basic networking concepts.
• Strong understanding of Service Desk performance metrics, including SLA Compliance, First Call Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Ticket Reopen Rate, Backlog Aging, Agent Utilization, Quality Audit Scores, and Knowledge Management effectiveness.
• Experience driving Continuous Service Improvement (CSI) initiatives and operational excellence.
• Excellent verbal and written communication skills with a strong customer-focused mindset.