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
- 35+ years experience in Service Desk or IT Support
- At least 12 years in a supervisory or leadership role
- Experience with ITSM tools (e.g., ServiceNow, Jira, Freshservice, Zendesk)
- ITIL Foundation certification (preferred)
