IT Service Desk - Team Lead

The IT Service Desk Team Lead is responsible for overseeing the daily operations of the service desk team to ensure efficient and effective IT support delivery. This role involves managing a team of service desk analysts, providing technical guidance, and ensuring high levels of customer satisfaction.

Key Responsibilities:

• Supervise and lead the service desk team, ensuring timely resolution of IT issues and requests.
• Monitor and manage ticket queues, ensuring compliance with SLAs and KPIs.
• Provide technical support and escalation assistance for complex issues.
• Train, mentor, and develop team members to enhance their skills and performance.
• Collaborate with other IT teams and departments to resolve systemic issues and improve processes.
• Generate and analyze reports to track team performance and identify areas for improvement.
• Maintain documentation of processes, procedures, and knowledge base articles.
• Ensure excellent customer service and act as a point of contact for escalations.

Required Skills and Qualifications:

• Proven experience in IT support or service desk roles, with leadership experience preferred.
• Strong technical knowledge of IT systems, software, and hardware.
• Excellent problem-solving, communication, and organizational skills.
• Familiarity with ITIL practices and service management tools.
• Ability to manage and motivate a team in a fast-paced environment.