Information Technology Service Desk Team Lead

Job Overview

The IT Service Desk Lead will be responsible for overseeing the day-to-day operations

of the IT Service Desk team, ensuring high-quality support and service delivery across

the organization. This role requires strong leadership, problem-solving abilities, and

deep technical expertise to drive efficiency, customer satisfaction, and continuous

improvement in IT support services.

Key Responsibilities

Lead and manage the IT Service Desk team to deliver excellent customer service

and technical support.

Oversee incident management, problem management, change management,

and service request fulfillment in line with ITIL

best practices.

Monitor service desk operations to ensure SLAs are met and customer

satisfaction is maintained.

Provide guidance, motivation, and coaching to team members to achieve

performance and development goals.

Manage escalations, analyze root causes, and implement corrective/preventive

actions.

Collaborate with cross-functional IT teams to improve processes, implement

solutions, and support business needs.

Utilize ITSM tools (ServiceNow) for workflow management, reporting, and

continuous improvement.

Ensure compliance with information security standards and company policies.

Drive initiatives in risk management, strategic planning, and process

improvement

(Lean Six Sigma, RCA, PDCA).

Required Skills and Qualifications

Proven experience in people management and team leadership within IT

Service Desk or similar environment.

Strong decision-making, risk management, and strategic thinking skills.

Technical expertise in:

ITSM (ServiceNow)

Call Center platforms (Genesys/Gencloud)

Active Directory, O365, Virtualization, Networking

Remote support tools (e.g., Bomgar)

Solid knowledge of ITIL practices (Incident, Problem, Change, Service Request

Management).

Background in information security and compliance standards.

Excellent communication (verbal and written) and interpersonal skills.

Strong storytelling and presentation abilities to influence and engage

stakeholders.

Ability to multitask, manage time effectively, and prioritize workload in a fast-

paced environment.

Customer-focused, proactive problem solver, and a collaborative team player.

Preferred Qualifications

ITIL certification.

Experience in Lean Six Sigma or similar continuous improvement methodologies.

Prior experience in a global IT Service Desk setup or shared services

environment.