About this role
We are seeking an experienced and organized Service Desk Lead to oversee daily operations of the IT service desk. The ideal candidate will have a strong blend of technical proficiency, people management skills, and customer service expertise. In this role, you will lead incident resolution efforts, manage ticket workflows, and serve as the central point of contact between end users, vendors, and internal support teams.
Key Responsibilities:
- Monitor the ticketing system; ensure timely resolution of service requests and incidents.
- Lead and mentor a team of service desk analysts, providing guidance and support.
- Develop and implement service desk processes and procedures to improve efficiency.
- Collaborate with IT teams to resolve complex technical issues.
- Maintain documentation related to service desk operations and incident management.
- Analyze service desk performance metrics and prepare reports for management.
- Ensure high levels of customer satisfaction through effective communication and support.
Required Skills & Qualifications:
- Proven experience in a service desk or IT support role, with at least 5 years in a leadership position.
- Strong technical knowledge of IT systems, networks, and applications.
- Excellent interpersonal and communication skills.
- Ability to manage multiple priorities and work under pressure.
- Familiarity with ITIL framework and best practices.
- Proficiency in ticketing systems and remote support tools.
Experience: Minimum of 5 years in IT service management, with at least 3 years in a leadership role.
What we offer:
- Opportunity to work in a dynamic and fast-paced environment.
- Professional development and training opportunities.
- Collaborative team culture and support for career growth.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.