Service Desk Team Lead

Location: 1000 Darden Center Dr, Orlando, FL, 32837 JOB OVERVIEW We are seeking a Service Desk Team Lead to manage the Restaurant Systems Service Desk operations. This role is responsible for leading a high-performing support team, ensuring service level commitments are met, and driving continuous improvement in support processes. SCHEDULE -Flexibility to work nights, weekends and an on-call rotation ROLES AND RESPONSIBILITIES Leadership & Team Management-Coordinate daily Service Desk operations to meet goals and SLAs. Lead and mentor team members through coaching, performance feedback, and regular one-on-one meetings. Develop and implement training plans to enhance team capabilities. Address employee concerns and administer disciplinary actions when necessary. Ensure proper escalation of incidents in line with SLA requirements. Staffing & Scheduling-Analyze call volumes and KPIs to determine optimal staffing levels. Create and manage team schedules, including backup coverage planning. Distribute workload and provide guidance to ensure timely and accurate incident resolution. Incident & Problem Management-Oversee ticket prioritization and assignment accuracy. Review urgent and escalated incidents to ensure proper handling. Conduct incident trend analysis and coordinate root cause investigations with relevant teams. Drive initiatives to reduce repeat incidents and improve first-call resolution rates. Process Improvement & Compliance-Implement and enforce operational processes and procedures. Review existing workflows and recommend enhancements to improve efficiency and service quality. Ensure documentation is up-to-date and aligned with best practices. Reporting & Knowledge Management-Create and maintain knowledge base articles to support consistent issue resolution. Measure and report on the effectiveness of knowledge content using KPIs. Produce daily, weekly, and monthly performance reports with insights and variance explanations. Provide ad hoc reporting as needed. Professional Development-Stay current with industry trends, technologies, and best practices. REQUIRED TECHNICAL SKILLS -3+ years of experience in a Service Desk, Call Center, or Customer Support leadership role. -Strong problem-solving skills in computer, networking, and telecom environments. -Hands-on experience with IT infrastructure operations and service management. -Familiarity with BMC Helix or similar ticketing systems. -Proven ability to meet or exceed performance metrics (e.g., speed to answer, abandonment rate). REQUIRED EDUCATION -BS/BA in MIS, Computer Science, or Business or relevant work experience OTHER KEY QUALIFICATIONS -Strong leadership and team management skills. -Excellent verbal and written communication abilities. -High level of customer service orientation and interpersonal skills. -Analytical mindset with a focus on continuous improvement. -Solid understanding of ITIL principles and process management. PREFERRED SKILLS AND EXPERIENCE -Experience in restaurant or retail IT environments. -ITIL Foundations Certification. HASHTAGS:#LI-DNP#LI-Hybrid#LITH1 #J-18808-Ljbffr