IT Service Desk Lead

Job Summary:


The IT Service Desk Lead is responsible for leading and managing a 24x7 global IT Service Desk operation supporting end users across multiple locations. The role is accountable for service delivery excellence, SLA compliance, team leadership, customer satisfaction, incident management, continuous service improvement, and operational governance. The Service Desk Lead acts as the primary escalation point for critical issues and drives operational efficiency through process optimization, automation, and knowledge management initiatives.


Job Duties:

• Oversee daily operations of the IT Service Desk to ensure timely and effective resolution of user incidents and service requests.
  * Serve as the primary escalation point for complex technical issues, coordinating with infrastructure, application, and security teams as needed.
  * Lead, mentor, and support service desk analysts, providing coaching, training, and performance feedback.
  * Monitor ticket queues, service levels, and workload distribution to maintain consistent service quality and adherence to SLA targets.
  * Develop and maintain service desk procedures, knowledge base articles, and troubleshooting documentation.
  * Ensure proper incident categorization, prioritization, and escalation processes are followed.
  * Track operational metrics, generate regular performance reports, and identify trends to improve service delivery.
  * Collaborate with IT leadership to refine support processes, improve user experience, and implement continuous improvement initiatives.
  * Manage onboarding and offboarding workflows, including user access, device setup, and system provisioning.
  * Oversee hardware and software inventory management, ensuring accuracy and alignment with asset lifecycle processes.
  * Participate in change management activities to evaluate impacts on end users and ensure communication and readiness.
  * Support security compliance by enforcing IT policies, monitoring endpoint health, and ensuring proper handling of sensitive information.
  * Coordinate communication during service outages, incidents, and planned maintenance, ensuring clear and timely updates to stakeholders.
  * Assist in planning and implementing new tools, technologies, and service management enhancements.

Key Responsibilities:

Service Delivery & Operations

• Lead daily operations of the IT Service Desk supporting enterprise users globally.
• Ensure adherence to contractual SLAs, KPIs, OLAs, and customer experience targets.
• Manage incident, request, problem, and major incident processes in accordance with ITIL practices.
• Act as the primary escalation point for critical and high-priority incidents.
• Ensure timely resolution and customer communication for service-impacting issues.
• Monitor queue health, workload distribution, and workforce utilization.

Team Leadership

• Manage a team of approximately 20 Service Desk professionals.
• Conduct regular team huddles, coaching sessions, and performance reviews.
• Drive employee engagement, motivation, and career development initiatives.
• Identify skill gaps and execute training and development plans.
• Manage staffing, shift planning, leave management, and resource allocation.

Customer & Stakeholder Management

• Serve as the primary operational interface for customer stakeholders.
• Participate in operational reviews, governance meetings, and customer escalation calls.
• Build strong relationships with business users, resolver groups, and third-party vendors.
• Drive customer satisfaction and continuous improvement initiatives.

Reporting & Governance

• Prepare and present weekly, monthly, and quarterly service reports.
• Analyze service desk performance trends and recommend improvement actions.
• Conduct root cause analysis and publish improvement plans.
• Track and report SLA compliance, ticket trends, productivity, and customer satisfaction metrics.

Continuous Improvement & Automation

• Identify opportunities for service improvement and automation.
• Enhance knowledge management processes and maintain knowledge articles.
• Drive self-service adoption, shift-left initiatives, and ticket reduction strategies.
• Participate in transition, transformation, and process-improvement programs.

Quality & Compliance

• Ensure adherence to ITIL best practices and organizational standards.
• Conduct quality audits and monitor analyst performance.
• Ensure compliance with security, audit, and regulatory requirements.
• Maintain documentation, SOPs, and operational runbooks.

Key Performance Indicators (KPIs)

• SLA Achievement (%)
• First Contact Resolution (FCR)
• Average Speed to Answer (ASA)
• Abandonment Rate
• Customer Satisfaction (CSAT)
• Ticket Backlog Reduction
• Knowledge Article Utilization
• Employee Satisfaction & Attrition Metrics
• Automation and Continual Improvement Deliverables

Required Qualifications:

• Experience - 8-10 Years
• Experience managing team Size 20+ Service Desk Analysts and Senior Analysts
• ServiceNow or equivalent ITSM platforms
• Incident, Request, Problem, and Change Management
• Microsoft 365, Windows, Active Directory, Azure AD
• Remote Support Tools
• Knowledge Management Platforms
• Service Desk Analytics and Reporting
• Call Center / Omnichannel Support Platforms
• Basic understanding of EUC, Networking, Collaboration, and Infrastructure Services

Preferred Qualifications & Skills:

Compensation:

We provide a competitive pay and benefits package. This position is offering a salary range of $95,000-$105,000 Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.