IT Service Desk Lead

Job Description

Job Description

Summary:

The IT Service Desk Lead plays a critical leadership and operational role in ensuring the delivery of high-quality IT support services across all NUC University regions and campuses. This position requires a deep understanding of customer service principles, service management best practices, and technical support operations within complex environments.

As a player-coach, the Lead supervises a team of IT Service Desk Analysts I, providing strategic direction, mentorship, and support to ensure consistent service excellence. The Lead is responsible for ticket and call quality assurance, compliance with defined SLAs and MTTR targets, managing escalations, and overseeing ticket management and allocation.

This position reports to the Director of IT Support Services - Service Desk.

Essential duties and responsibilities:

• Lead and manage IT support operations to ensure timely, efficient, and high-quality service aligned with SLAs and MTTR targets
• Supervise staffing schedules to maintain coverage during business hours and on-call periods, including 24/7 support for leadership
• Oversee ticket management, ensuring proper assignment, prioritization, documentation, and resolution, while analyzing trends to drive process improvements
• Assists the Director in the management of personnel matters, including onboarding, training, and evaluations, and provides mentorship and technical guidance to team members
• Develop and deliver training programs to ensure team readiness and continuous skill development
• Act as an escalation point and coordinate with internal teams and vendors to resolve complex issues
• Maintain and enhance IT support processes, workflows, and a centralized knowledge base to ensure service continuity and recovery
• Monitor performance metrics through reports and dashboards to identify opportunities for improvement and cost-effective service delivery
• Collaborate with other departments to align support services with organizational goals and foster strong stakeholder relationships

Qualifications /Education:

• Bachelor’s Degree in Computer Science
• Minimum 3+ years of IT experience
• Minimum 1+ years of IT management experience
• Proven ability to manage teams, foster collaboration, and drive performance
• Strong analytical skills with sound decision-making under pressure
• Clear and effective in verbal, written, and presentation formats across all levels
• Skilled in productivity tools, including spreadsheets, word processing, and graphics
• Efficient in prioritizing tasks and meeting deadlines in fast-paced environments
• Committed to delivering excellent service and building strong relationships
• Self-driven and creative, with a continuous improvement mindset

Equality Employment Opportunity / Affirmative Action for minorities/Females/People with Disabilities/Veterans