IT Service Desk Team Leader

The Service Desk Lead is responsible for leading the IT Service Desk team and ensuring the timely and

efficient handling of customer-reported incidents and service requests. This role ensures SLA adherence,

provides escalation support, and delivers consistent client communication to maintain high service

satisfaction. The Service Desk Lead manages day-to-day operations, mentors analysts, and ensures

compliance with ITIL-aligned service management processes while driving continuous improvements in

support delivery.

Key Responsibilities

Service Desk Operations

Oversee day-to-day activities of the service desk, ensuring smooth ticket logging, categorization,

prioritization, and resolution.

Assign, monitor, and escalate tickets as required to meet SLA and customer expectations.

Track incident trends, recurring issues, and coordinate long-term solutions with technical teams.

Monitor service desk KPIs (e.g., first response time, resolution time, ticket backlog) and implement

corrective actions when needed.

Ensure accurate documentation of issues, troubleshooting steps, and resolutions.

Client & Stakeholder Support

Act as the primary contact for client-side escalations regarding service desk operations.

Provide proactive communication with customers during service disruptions, high-priority incidents, or

major outages.

Support regular service review meetings with clients by presenting performance reports and

identifying areas for improvement.

Collaborate with Service Delivery Leads and Managers to ensure client requirements and SLAs are

consistently met.

Maintain positive client relationships by ensuring transparency, responsiveness, and accountability.

Team Supervision & Coaching

Lead, mentor, and develop Service Desk Analysts, fostering a culture of customer-centric service

delivery.

Monitor and evaluate team performance, providing regular feedback, coaching, and performance

appraisals.

Conduct training sessions on IT service desk best practices, communication etiquette, and technical

troubleshooting.

Manage team schedules (RTO, WFH, Onsite), shift rotations, and reliever assignments to ensure

service coverage.

Facilitate onboarding and knowledge transfer for new hires, cadets, or relievers.

Process & Compliance

Ensure service desk processes are aligned with ITIL practices for incident, problem, and request

management.

Maintain updated SOPs, troubleshooting guides, and knowledge base articles for use by the team and

customers.

Enforce compliance with service documentation standards and audit requirements.

Support internal and client-driven quality assurance reviews and implement recommendations.

Contribute to company-wide service improvement projects by sharing service desk insights.

Continuous Improvement

Identify and recommend process improvements to enhance service desk efficiency and end-user

satisfaction.

Review recurring incidents and escalate underlying problems for permanent resolution.

Introduce automation, self-service portals, or workflow improvements where possible.

Collaborate with other IT support teams (e.g., Systems, Network, Security) to streamline escalations

and reduce resolution time.

Qualifications

Bachelor's degree in information technology, Computer Science, or related field.

At least 35 years of IT support/service desk experience, with 12 years in a supervisory or team lead

role.

Strong knowledge of ITIL-based service management practices.

Hands-on experience with ticketing and ITSM tools (e.g., ServiceNow, Jira, ManageEngine, Remedy).

Technical proficiency in:

o Windows OS and Microsoft 365 administration

o Remote troubleshooting tools and endpoint support

o User account and access management (Active Directory, Exchange, Azure AD)

Preferred Certifications:

ITIL Foundation v4

Microsoft 365 Certified: Modern Desktop Administrator Associate

CompTIA A+

HDI Support Center Team Lead or HDI Support Center Manager

Skills:

Leadership and team development

Strong client communication and stakeholder management

SLA ownership and incident management

Analytical and problem-solving ability

Excellent organizational, multitasking, and reporting skills