Service Desk Lead

Team Leadership and Management:  

• Lead, manage, and mentor a team of service desk professionals, ensuring high performance and professional development.  

• Set clear goals, objectives, and performance expectations for the team.  

• Foster a positive and collaborative work environment, promoting teamwork and knowledge sharing.  

Service Desk Operations:  

• Oversee the day-to-day operations of the IT service desk, ensuring efficient handling of support requests, incidents, and service requests.  

• Develop and enforce service desk policies, procedures, and service level agreements (SLAs) to ensure timely and accurate support delivery.  

• Monitor service desk performance metrics and KPIs, such as response time, resolution time, customer satisfaction, and ticket escalation rates.  

• Identify areas for improvement and implement strategies to enhance service desk operations.  

• Manage and operate a team of service desk engineers.  

• Handle vendor management and negotiate vendor contracts.  

• Identify automation opportunities and contribute to development.  

• Optimize service costs with a focus on driving self-service capabilities.  

• Measure and report on quality, including the development of KPIs and KRIs.  

• Manage and maintain service desk software to facilitate efficient ticket handling and reporting.  

• Oversee the management of the service desk knowledge base, ensuring it is regularly updated with accurate and useful information for both staff and users.  

• Coordinate service desk staff scheduling to ensure adequate coverage during all operating hours.  

Incident Management:  

• Correlate, triage, and escalate incidents with widespread impact to the major incident management team.  

• Service Request Fulfillment:  

• Establish and maintain a process for handling service requests, ensuring timely delivery of requested services and solutions.  

• Prioritize and assign service requests to team members based on skills, workload, and urgency.  

• Monitor and report on service request fulfillment metrics, ensuring compliance with SLAs and customer expectations.  

• Identify common service requests that can be automated or resolved directly by the service desk.  

Continuous Improvement:  

• Regularly review and analyze service desk performance data to identify areas for improvement.  

• Propose and implement process enhancements, automation, and self-service initiatives to improve service delivery and customer satisfaction.  

• Stay updated with emerging technologies and industry best practices related to IT service management.  

• Act as a linchpin for communication between the IT department and its users, facilitating a responsive and user-friendly IT support system.  

• Strong understanding of IT service management (ITSM) principles, frameworks, and best practices, including practical application of ITIL processes. 

• Broad technical knowledge across IT support domains, including endpoint support, operating systems, software applications, identity and access management, networking fundamentals, and troubleshooting methodologies. 

• Knowledge of service desk technologies, ticketing platforms, knowledge management systems, and service automation capabilities. 

• Understanding of service level management, operational metrics, key performance indicators (KPIs), and key risk indicators (KRIs). 

• Knowledge of incident management, request fulfillment, problem management, and continuous service improvement practices. 

• Familiarity with self-service technologies, workflow automation, and modern support delivery models. 

• ITIL certification or equivalent service management training is preferred. 

Experience:

Applicants must be authorized to work for any employer in the U.S.  We are unable to sponsor or take over work authorization sponsorship now or in the future for this position. 





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