Service Desk Supervisor / Team Lead / Shift Lead / Manager

We are looking for a dynamic Service Desk leader/s to oversee our service desk operations and ensure top-notch IT support across all shifts. This role involves guiding and supervising a team of analysts, managing escalations, and ensuring timely resolution of incidents and requests.

Key Responsibilities:

• Lead and manage daily service desk operations, ensuring SLA compliance and efficient ticket handling.
• Supervise, coach, and support service desk team members to achieve performance targets.
• Monitor real-time queues, manage shift activities, and prepare reports for smooth operations.
• Serve as point-of-contact for escalations, incident management, and cross-team coordination.
• Implement process improvements to enhance service delivery and operational efficiency.
• Manage staffing, scheduling, training, and development of service desk personnel.

Qualifications:

• Proven experience in service desk, IT support, or IT operations leadership.
• Strong problem-solving, communication, and team management skills.
• Knowledge of ITIL processes and service desk tools is a plus.
• Ability to work in a fast-paced, multi-shift environment.