Offer summary

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or related field., Minimum of 5 years of experience in a service desk or IT support role, with at least 2 years in a supervisory position., Strong understanding of ITIL and incident management practices., Excellent communication and interpersonal skills. .

Key responsibilities:

Lead a 24/7 service desk team delivering multi-channel support for incident, problem, and request management.

Supervise and mentor analysts, providing coaching and performance feedback.

Monitor ticket queues and team performance metrics, conducting quality control reviews.

Drive continuous improvement initiatives and ensure timely resolution of escalated issues.

Job description

About the Client:

Arraya Solutions provides technology strategies and solutions to propel your business forward. Through an extensive offering of IT solutions, advisory, consulting, staffing and managed services, we empower our customers to achieve impactful outcomes. Arraya delivers the tools, talent, and technological expertise companies need to rise to the top of their field.

When you partner with Arraya, you get much more than industry-leading IT solutions and services. You get a team of individuals who are as committed to your business as you are. Our employees have the technical skills and experience necessary to resolve any issues you may have, but it’s our people skills and attention to the customer experience that set us apart. We focus on building strong relationships with our customers that instill comfort, trust and peace of mind. Simply put, working with Arraya means we’ve got your back.

Our areas of expertise include data center, cyber security, network, cloud, collaboration, applications and workspace solutions.

Job Summary:

We are looking for a highly organized and experienced Service Desk Team Lead to manage the daily operations of a 24/7 service desk team. This full-time, remote role is responsible for supervising team performance, managing escalations, ensuring SLA compliance, and driving continuous process improvement. The ideal candidate will have strong leadership skills, a customer-focused mindset, and experience with ITIL-based service delivery. This position involves close collaboration with internal departments and vendors to deliver high-quality IT support and foster a culture of accountability, knowledge sharing, and excellence.

Job Responsibilities:

Lead a 24x7x365 service desk team delivering multi-channel support (phone, email, chat, ITSM) for incident, problem, and request management.
Oversee intake, triage, and resolution of technical issues, ensuring adherence to SLAs and escalation protocols.
Supervise and mentor analysts, providing coaching, performance feedback, and scheduling coverage to maintain uninterrupted support.
Coordinate onboarding and offboarding processes, including provisioning and deprovisioning of access, equipment, and software.
Ensure accurate documentation of resolution steps and promote knowledge sharing through the maintenance of SOPs and the internal knowledge base.
Collaborate with internal IT teams and third-party vendors to resolve complex issues and improve escalation workflows.
Monitor ticket queues and team performance metrics, conducting quality control and assurance reviews to identify and address gaps.
Analyze support trends and generate actionable reports for IT leadership to inform service improvements.
Drive continuous improvement initiatives, including ITSM configuration enhancements and automation opportunities.
Champion a culture of customer service excellence, accountability, and proactive problem-solving.
Handle escalations and ensure timely resolution of issues.
Monitor and report on team performance and SLAs.
Identify opportunities for process improvements and implement solutions.
Coordinate with other departments to ensure seamless support.
Conduct regular performance evaluations and provide constructive feedback
Manage the onboarding and training of new team members
Work with team members to develop a learning plan and ensure they are meeting their goals.
Perform regular quality assurance checks on tickets to ensure progress is being made and good ticket hygiene is maintained.
Ensure that processes are clearly documented and process changes are communicated with the team.
Attend meetings with client stakeholders and act as the face of the company.

Requirements

Bachelor's degree in Information Technology, Computer Science, or related experience
Minimum of 5 years of experience in a service desk or IT support role, with at least 2 years in a supervisory or team lead position.
Strong understanding of ITIL and incident management practices.
Excellent communication and interpersonal skills.
Ability to manage and prioritize multiple tasks in a fast-paced environment.
Experience with service desk software and tools (e.g., ServiceNow, BMC Remedy).
Microsoft certifications a plus (MS-900, AZ-900 etc)
Monday through Friday with potential to shift when needed to support other shifts

Benefits

WHAT WE OFFER:
✔ Great Place to Work-Certified Company
✔ Premium HMO
✔ Holistic employee experience
✔ Work-from-home and hybrid work setup
✔ Rewards and incentives
✔ Monthly engagement activities
✔ Career advancement opportunities
✔ Paid referral program