The Service Desk Operations Lead is responsible for overseeing the daily operations of the IT Service Desk, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction. This role leads a team of service desk analysts, drives process improvements, monitors performance metrics, and ensures adherence to ITIL best practices and organizational SLAs.

Key Responsibilities

Operations Management

Supervise day-to-day Service Desk operations and ensure smooth service delivery
Monitor ticket queues, workloads, and escalation processes
Ensure incidents and requests are resolved within agreed SLAs

Team Leadership

Lead, coach, and mentor Service Desk staff
Conduct performance reviews and provide regular feedback
Develop training plans to enhance team capability

Incident & Problem Management

Act as escalation point for major incidents
Coordinate incident response and communication to stakeholders
Identify recurring issues and drive root cause analysis

Process Improvement

Implement and optimize ITIL processes (Incident, Request, Problem, Change support)
Identify opportunities to improve efficiency, automation, and service quality
Maintain and improve knowledge base documentation

Reporting & Governance

Track and report KPIs (SLA compliance, ticket trends, CSAT, resolution time)
Prepare operational reports for management
Ensure compliance with company policies and audit requirements

Stakeholder Management

Collaborate with infrastructure, applications, and business teams
Communicate service performance and improvement initiatives

Qualifications

Bachelor's degree in IT, Computer Science, Engineering, or related field
3–5+ years experience in Service Desk or IT Support
At least 1–2 years in a supervisory or leadership role
Experience with ITSM tools (e.g., ServiceNow, Jira, Freshservice, Zendesk)
ITIL Foundation certification (preferred)

Service Desk Operations Team Lead