Service Desk Team Lead

KEY ACCOUNTABILITIES

• Lead the IT Service Desk team to ensure efficient and effective service delivery
• Ensure compliance with ITIL best practices and company policies
• Develop and maintain relationships with internal stakeholders, including IT teams and business units
• Provide technical support and guidance to team members
• Lead the day-to-day operations of the service desk
• Ensure seamless technical support
• Guide the service desk team
• Drive exceptional customer service
• Optimizing processes to reduce ticket volume and improve resolution rates
• Monitor closely ticket metrics (response times, resolution rates, and SLA adherence) to identify areas for improvement
• Provide diagnostic and troubleshooting support to customers
• Coordinate effectively with the IT teams for prompt issue resolution
• Act as a point of escalation to ensure that complex and critical issues are resolved in a timely and effective manner
• Service Management
  • Ensure the service desk team is providing excellent customer service and meeting service level agreements (SLAs).
  • Manage incident, problem, and change management processes.
  • Ensure compliance with IT service management frameworks (e.g., ITIL).
• Team Leadership:
  • Lead and manage a team of IT service desk technicians, providing guidance, coaching, and mentoring.
  • Develop and implement team performance metrics and goals.
  • Foster a positive and productive team culture.
• Process Improvement:
  • Identify areas for process improvement and implement changes to increase efficiency and effectiveness.
  • Develop and maintain process documentation and training materials.
  • Collaborate with other IT teams to ensure seamless integration and communication.
• Communication and Collaboration:
  • Communicate effectively with customers, stakeholders, and other IT teams.
  • Collaborate with other IT teams to ensure seamless integration and communication.
  • Develop and maintain relationships with vendors and partners.

QUALIFICATIONS, EXPERIENCE AND SKILLS

Qualification and Certificates:

• Bachelor’s degree in Communication Engineer, computer science or related field
• ITIL Foundation

Experience and Knowledge:

• 5:7 years of experience in IT Service Desk Management 
• Strong understanding of computer network infrastructure.
• Familiarity with network monitoring solutions.
• Deep understanding of ITSM applications

Skills and Abilities:

• V. Good English language skills
• V. Good analytical and problem-solving skills.
• V. Good communication and Training skills for training and assisting users
• Able to work in dynamic environment
• Adapt with any change
• Strong leadership skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Able to lead a team to achieve IT KPIs and maintain high standards