Service Desk Lead

The Service Desk Team Lead is responsible for overseeing daily Service Desk operations, managing ticket queues, schedules, and quality assurance, while providing coaching to agents. This role serves as the first escalation point for Level 1 and Level 2 staff and ensures efficient incident management and team performance in a 24x7 support environment. Responsibilities:

• Monitor ServiceNow queues and phone metrics in real time and rebalance workload as needed.
• Build and maintain shift schedules ensuring two CLETS-certified staff are on every shift.
• Perform weekly ticket quality reviews and coach agents on documentation and customer service.
• Coordinate Major Incident communications with City on-call teams.
• Track call handling time, hold time, abandonment rates, and first contact resolution metrics.
• Support onboarding and knowledge transfer for new agents.

• 5+ years in service desk operations, including 2+ years in a lead or supervisor role.
• Experience with ServiceNow ITSM queue management and reporting.
• Shift planning and workforce scheduling for a 24x7 operation.
• Troubleshooting skills across Windows, Microsoft 365, mobile devices, and connectivity.
• Coaching, quality assurance, and conflict resolution abilities.
• Knowledge of City Technologies and Platforms, including ServiceNow categories, assignment groups, and priority matrix.
• Familiarity with City on-call process and escalation paths.
• Understanding of Microsoft 365 and Windows desktop environments.
• Knowledge of CityNet runbooks.
• Certifications: ITIL 4 Foundation and CLETS certification (to be obtained through City sponsorship before go-live).
• Education: Associate or Bachelor's degree in IT or related field, or equivalent experience.

• HDI Support Center Team Lead certification.
• CompTIA A+ certification.
• ServiceNow Certified System Administrator (CSA).

• Must ensure two CLETS-certified staff are present on every shift.
• Acts as first escalation point for Level 1 and Level 2 staff.
• Coordinates with City on-call teams during major incidents.

• Responsible for building and maintaining shift schedules for a 24x7 operation.
• Ensures appropriate staffing and workload balance across shifts.