Role Summary
The Service Desk Lead manages day-to-day Service Desk operations, ensuring shift readiness, SLA delivery, people management, queue performance, escalations handling, and service excellence.
Key Responsibilities
- Supervise Service Desk Engineers across shifts.
- Manage ticket queues, workload balancing, attendance, and handovers.
- Ensure SLA/KPI achievement for response time, resolution time, backlog, and CSAT.
- Serve as escalation point for operational issues.
- Conduct coaching, quality reviews, and performance feedback.
- Generate daily/weekly operational reports.
- Drive adherence to SOPs, governance, and ticket standards.
- Support onboarding/training of new hires.
- Coordinate with client stakeholders and internal support teams.
- Identify automation and process improvement opportunities.
Qualifications
- Bachelor's degree in IT or equivalent.
- 4+ years total Service Desk experience.
- 1–2 years people leadership or shift lead experience.
- Strong reporting, stakeholder management, and operational control skills.
