Service Desk - Tech Lead

Role Overview:

The Service Desk Tech Lead is responsible for overseeing the daily operations of the service desk team, ensuring timely and effective resolution of IT-related issues for users. The role combines hands-on technical expertise with leadership responsibilities, guiding the team to deliver high-quality support services, drive continuous improvements, and align with company objectives.

Key Responsibilities:

Team Leadership & Supervision:

• Lead and mentor a team of service desk technicians, providing guidance on technical issues.
• Oversee the day-to-day operations of the service desk, ensuring SLAs are met for response and resolution times.
• Act as an escalation point for complex technical issues, providing advanced troubleshooting support.
• Conduct regular performance reviews, monitor team metrics, and provide feedback to ensure continuous improvement.

Technical Expertise:

• Provide hands-on support for critical incidents and ensure efficient problem resolution.
• Troubleshoot and resolve hardware, software, network, and system issues that are escalated from Level 1 and 2 technicians.
• Collaborate with other IT teams (network, infrastructure, applications) to resolve multi-tiered technical issues.

Service Desk Operations:

• Ensure service desk processes and procedures are followed, driving adherence to ITIL (Information Technology Infrastructure Library) best practices.
• Analyse and report on service desk performance, using metrics such as ticket volume, resolution times, and user satisfaction.
• Manage and prioritize incoming service desk requests, incidents, and escalations in line with business-critical priorities.

Customer Service & Communication:

• Ensure a high level of customer satisfaction through prompt, courteous, and effective communication with users.
• Manage stakeholder expectations and ensure regular updates are provided for ongoing issues or projects.
• Provide end-user training and support documentation as necessary.

Education & Certifications:

• Bachelor’s degree in information technology, Computer Science, or related field preferred and relevant certifications (e.g., ITIL, CompTIA A+, Microsoft) are a plus.

Experience:

• 5+ years of experience in IT service desk or technical support roles.
• Proven leadership experience, ideally in a service desk or technical support environment.
• Hands-on experience with IT service management tools such as ServiceNow, BMC Remedy, or similar.
• Strong technical knowledge of IT systems, hardware, and software, including Windows, macOS, networking, and cloud services.

Skills:

• Excellent troubleshooting and problem-solving abilities in a range of IT systems and environments.
• Strong organizational and multitasking skills, with the ability to manage multiple priorities effectively.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Demonstrated ability to lead, motivate, and develop a technical support team.

Other

• Ability to work in a fast-paced, dynamic environment.
• Availability for on-call rotation or after-hours support as needed.