Service Desk Lead

The IT Service Desk Lead is responsible for leading the service desk and providing effective IT support services to end-users across the organization. This role ensures the smooth operation of the IT services by managing day-to-day activities, improving support processes, and enhancing customer satisfaction. The IT Service Desk Lead is also accountable for incident resolution, service request management, and continuous improvement of service delivery as well as managing and coordinating on-site IT support for the organization’s remote locations, including offices, retail locations, or other field-based operations., · Team Leadership: Manage, mentor, and develop the teams, including setting performance objectives, conducting regular reviews, and providing training to enhance technical and customer service skills. · Service Desk Operations: Oversee the daily operations of the IT service desk, ensuring timely and efficient handling of service requests and incidents. · Performance Monitoring: Monitor operations performance through key performance indicators (KPIs) and provide regular reports on ticket volumes, resolution times, and customer satisfaction. · Process Improvement: Continuously improve service desk processes, implement automation where possible, and ensure alignment with ITIL or other service management frameworks. · Incident & Request Management: Ensure proper incident categorization, prioritization, and resolution in line with service-level objectives (SLOs) and ITIL best practices. · Customer Service: Maintain a high level of customer satisfaction by ensuring the service desk provides consistent, high-quality, and user-friendly support to internal staff. · Escalation Management: Handle escalated technical issues and ensure appropriate resolution, engaging other IT teams or vendors when necessary. · Knowledge Management: Ensure the creation, maintenance, and accessibility of a knowledge base for the service desk, including documentation of common issues, troubleshooting steps, and user guides. · Travel Management: Plan and coordinate travel logistics for field support technicians, ensuring efficient and cost-effective support coverage. · Compliance & Security: Ensure all operations support activities adhere to organizational security policies and compliance requirements, including the handling of sensitive data and securing IT assets. · Vendor Coordination: Work with third-party vendors to resolve hardware, software, or network issues as needed, ensuring minimal disruption to operations.

· Business Focus - Understands business drivers and how technology enables them; ensures that all technology provided solves a business problem or enables business to increase revenue more than the total cost of ownership. · Communication - Expresses clearly and effectively when speaking and/or writing to individuals or groups; listens attentively; ensures that information is understood by all parties; shares information in a timely manner using the most appropriate method; presents well-organized information in a group setting. · Execution - Follows logical approaches to completing work; brings work from inception to successful completion; translates strategies into step-by-step plans for action; monitors work progress to completion; effectively prioritizes; pays close attention to detail. · Accountability - Takes responsibility for all work activities and personal actions; follows through on commitments; implements decisions that have been agreed upon; maintains confidentiality with sensitive information; acknowledges and learns from mistakes without blaming others; recognizes the impact of one’s behavior on others. · Adaptability - Responds to changing circumstances by being innovative and altering behavior to better fit different situations; consistently exhibits optimism and energy; learns new skills, performs work in different ways; successfully works with new colleagues; professionally deals with personal discomfort in a changing work environment; willing to be flexible; remains calm in stressful situations. · Problem Solving - Generates creative approaches to addressing problems and opportunities; identifies and weighs options, makes sound decisions after reviewing all relevant information; anticipates and plans for potential problems; takes calculated risks; recognizes impact of solutions.

Skills Experience: · Bachelor’s degree in computer related discipline, or equivalent experience · 4+ years’ experience managing enterprise Service Desk · A+ Certification or equivalent experience · ITIL Certification or equivalent experience · Has knowledge of commonly used concepts, practices, and procedures used to deliver and report enterprise service support · FreshService, JIRA (JSM), or equivalent, IT Service Management tool and workflow automation · Remote leadership experience

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