Service Desk Team Leader

Service Desk Team Leader

• Lead and manage a team of Service Desk Analysts in a 24x7 support environment.
• Drive achievement of contractual SLAs, operational KPIs, customer satisfaction, and business targets.
• Monitor ticket queues and oversee incident handling, escalation, assignment, and resolution activities.
• Ensure compliance with ITIL-aligned service management processes and procedures.
• Conduct team huddles, coaching sessions, performance reviews, and development planning.
• Manage attendance, schedule adherence, workforce utilization, and leave planning.
• Analyze operational performance, identify improvement opportunities, and implement action plans.
• Conduct root cause analysis for SLA misses, customer complaints, and operational issues.
• Participate in client governance meetings, including WBRs and MBRs.
• Collaborate with WFM, Quality, Training, HR, IT, and other support functions.
• Prepare operational reports, executive summaries, dashboards, and governance presentations.
• Drive continuous improvement initiatives to enhance service quality, productivity, and customer experience.
• Ensure audit readiness, documentation accuracy, and compliance with operational standards.

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or a related discipline. Equivalent work experience may be considered.
• Minimum of 4–6 years of IT Service Desk experience.
• Minimum of 1–2 years of Team Lead or Supervisory experience.
• Experience supporting enterprise Service Desk environments.
• Experience managing voice, chat, email, and ticket support channels.
• Managed Services environment experience is preferred.
• Global Service Desk experience is preferred.
• BPO/ITO delivery environment experience is preferred.
• Experience handling international clients is an advantage.
• Knowledge of ITIL Foundation principles and service management processes.
• Experience in Incident Management, Request Fulfillment, and Major Incident Support.
• Proficiency in ServiceNow or similar ITSM tools.
• Working knowledge of Microsoft 365, Active Directory, and remote support tools.
• Experience in Knowledge Management, reporting, and dashboard creation.
• Advanced Excel and PowerPoint presentation skills.
• Strong leadership, coaching, and mentoring capabilities.
• Excellent customer focus and stakeholder management skills.
• Strong analytical thinking, decision-making, and problem-solving abilities.
• Excellent verbal, written, and presentation communication skills.
• Ability to manage conflict professionally and effectively.
• Strong planning, organizational, and prioritization skills.
• Adaptable in a fast-paced and changing environment.
• Continuous improvement mindset with a focus on innovation and operational excellence.