Job Summary

The Service Desk Lead is responsible for overseeing day-to-day IT Service Desk operations, ensuring high-quality support delivery, SLA adherence, and continuous service improvement. This role leads a team of analysts, drives operational excellence, and serves as the primary escalation point for incidents, service requests, and customer concerns. The Service Desk Lead ensures alignment with ITIL best practices and organizational IT strategy.

Key Responsibilities

Operational Leadership

• Lead and manage daily Service Desk operations (L1/L2 support).
• Ensure adherence to SLAs, OLAs, KPIs, and customer satisfaction targets.
• Monitor ticket queues, backlog, aging, and resolution metrics.
• Act as major incident escalation point and coordinate cross-functional resolution.
• Drive service availability, responsiveness, and quality assurance.

Team Management

• Supervise, mentor, and coach Service Desk analysts.
• Conduct performance reviews, training plans, and career development discussions.
• Manage shift schedules for 24x7 or regional coverage.
• Foster a customer-first, accountability-driven culture.

ITSM & Process Governance

• Implement and enforce ITIL-aligned Incident, Request, Problem, and Change Management processes.
• Ensure accurate ticket documentation and CMDB updates.
• Identify recurring issues and collaborate with Problem Management for root cause analysis.
• Drive continual service improvement initiatives.

Reporting & Metrics

• Produce weekly/monthly performance dashboards.
• Analyze trends, repeat incidents, and SLA breaches.
• Present service performance updates to IT leadership and stakeholders.

Customer & Stakeholder Engagement

• Act as liaison between business users and technical teams.
• Handle escalations with professionalism and urgency.
• Conduct service review meetings with internal customers.

Tools & Technology

• Manage ITSM platforms (e.g., ServiceNow, Jira Service Management, BMC).
• Support endpoint management, Active Directory, M365, VPN, and collaboration tools.
• Ensure knowledge base accuracy and self-service enablement.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5+ years of IT support experience; 2+ years in a supervisory/lead role.
• Strong knowledge of ITIL framework (ITIL certification preferred).
• Experience with enterprise ITSM tools.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to manage high-pressure situations and major incidents.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.