Service Desk Team Lead

Responsibilities:

• Lead and supervise daily operations of the service desk team
• Monitor ticket queues and ensure incidents and service requests are resolved within SLAs
• Act as an escalation point for complex or high-priority technical issues
• Provide coaching, mentoring, and performance feedback to team members
• Conduct team meetings, training sessions, and onboarding for new staff
• Analyze service desk metrics (e.g., response time, resolution time, customer satisfaction) and implement improvements
• Ensure adherence to IT service management (ITSM) processes and best practices
• Coordinate with other IT teams (infrastructure, applications, security) to resolve issues
• Assist with major incident management and communication to stakeholders
• Maintain and improve knowledge base documentation and standard operating procedures
• Support scheduling, staffing, and workload balancing