Service Desk Team Lead

Mandate Skills:- Service Desk Team Lead, ITIL framework, Customer Service and Support, Process Improvement and Compliance, Technical Expertise and Collaboration, Reporting and Analysis, ITIL Certification, V3 or V4 Foundation certified.

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Technical skill set L1/L2/L3 is preferred - L2.5 level is also ok

AWS / Azure Cloud - Solid Foundational Knowledge 

Patch Management 

Monitoring Tools

M365 Admin Responsibilities

Access Management 

Windows Server Operating system & Linux 

Active Directory & Group Policy Management

ITIL Framework 

ITSM 

Scheduled Tasks

ServiceNow Reporting

Working with AI, Automation & Tuning 

Requirements

Job Description

Job Title: Level 1/Level 2 IT Service Desk Team Leader

Key Responsibilities:

• Supervise, mentor, and develop a global team of service desk analysts at both Level 1 and Level 2.
  

• Set clear performance objectives and provide consistent feedback through evaluations and reviews.
  

• Foster a supportive, collaborative, and positive team culture.
  

• Oversee day-to-day operations of the service desk, ensuring timely resolution of incidents and service requests.
  

• Take ownership and manage major incidents effectively through team coordination and escalation handling.
  

• Regularly monitor and optimize service desk performance metrics (first-call resolution rate, response times, backlog).
  

• Coordinate digital handovers between shift leaders to ensure continuity of service.
  

• Proactively manage workload distribution, prioritization, and escalation processes.
  

• Actively participate in ticket handling, troubleshooting, and resolutions when necessary.
  

• Continuously identify and implement process improvements, emphasizing shift-left strategies and automation.
  

• Ensure exceptional customer service by monitoring feedback, addressing concerns promptly, and maintaining open communication.
  

• Develop and support strategies to enhance end-user experiences through digital contact channels and automated workflows.
  

• Act as the primary contact for stakeholder communication, addressing service desk performance queries, escalations, and commendations.
  

• Support documentation, implementation, and regular updating of service desk processes, procedures, and best practices.
  

• Maintain compliance with organizational policies and industry best practices, including ITIL standards.
  

• Collaborate across IT teams to align processes and foster efficiency in IT operations.
  

• Create, update, and maintain knowledge base articles and documentation to support effective resolution at Level 1 and Level 2.
  

• Provide technical oversight and guidance to analysts, addressing complex technical issues and challenges.
  

• Stay informed on emerging technologies, tools, and trends, recommending solutions to enhance service desk capabilities.
  

• Regularly generate and present detailed performance reports, analyzing trends and proposing action plans for improvements.
  

• Flexibility to work a rotating shift pattern, including nights, weekends, and holidays as required.
  

Qualifications & Skills Required:

• Minimum 5 years of IT support experience, including at least 3 years in a supervisory or managerial role.
  

• Demonstrated success managing a team within a fast-paced, global service desk environment.
  

• Comprehensive knowledge of IT infrastructure, system administration, and troubleshooting methodologies.
  

• Proficiency with service desk management tools (e.g., ServiceNow, Jira, Zendesk).
  

• Solid understanding and practical knowledge of ITIL frameworks; ITIL v4 certification preferred.
  

• Exceptional leadership, team development, and mentoring capabilities.
  

• Strong communication, interpersonal, and customer-service skills.
  

• Ability to think strategically, prioritize tasks, and manage multiple competing deadlines effectively.
  

• Adaptable and responsive to new technologies and process evolutions.
  

• Strong analytical skills and ability to provide insightful reporting.
  

• Technical proficiency in Microsoft Office 365 support.
  

• Fundamental knowledge of cloud technologies (AWS, Azure).
  

• Experience managing Active Directory and Group Policy environments.
  

• Strong technical expertise in Windows Server environments; Linux experience highly desirable.
  

Educational and Certification Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
  

• ITIL Version 4 Foundation Certification required.
  

• Additional relevant technical certifications are highly advantageous.