Service Desk Team Lead

Key Responsibilities:

• Lead, mentor, and manage the IT Support / Service Desk team to ensure high performance and operational efficiency.
• Manage team schedules, task allocation, workload distribution, and daily support activities.
• Act as the primary escalation point for critical and complex technical incidents.
• Ensure timely incident resolution, effective communication, and a high level of customer satisfaction.
• Monitor service desk operations and ensure compliance with Incident, Change, and Problem Management processes.
• Maintain accurate ticket documentation, escalation records, and operational reports.

Required Skills & Experience:

• 5–8 years of experience in IT Support, Technical Support, or Service Desk environments.
• Proven experience in leading or managing an IT Support / Service Desk team.
• Strong experience in technical troubleshooting and problem resolution.
• Advanced knowledge of computer hardware, software, operating systems, and networking concepts.
• Hands-on experience with Windows, Linux and/or Mac OS environments.
• Good knowledge of Microsoft Office / Microsoft 365 applications.
• Experience with ITSM tools and ticketing systems, such as ServiceNow or similar platforms.
• Strong understanding of Incident, Change, and Problem Management processes.
• Excellent problem-solving, analytical, communication, and stakeholder-management skills.
• Ability to manage escalations and handle challenging customer situations professionally.
• ITIL Foundation certification is preferred.
• Additional certifications such as CCNA, MCSE, ITIL Practitioner, or other relevant IT support certifications will be an advantage.