Service Desk Team Lead

The Service Desk Team Lead oversees the day-to-day operations of the service desk, ensuring timely and effective resolution of IT support requests, incidents, and service requests. This role combines hands-on technical support leadership with team management, process improvement, and stakeholder communication.

Responsibilities as a Team Lead:

Team Leadership & People Management

• Supervise, mentor and develop a team of service desk agents.
• Conduct performance reviews, coaching sessions and skills development planning.
• Manage staff schedules (duty roster), shift coverage and workload distribution.
• Handle escalations related to team performance or conduct.
• Support recruitment, onboarding and training of new team members.

Service Delivery & Operations

• Ensure adherence to SLAs (response time, resolution time, first-call resolution).
• Monitor ticket queues and reassign/ prioritize work as needed.
• Act as the escalation point for complex or high-priority incidents.
• Ensure proper ticket documentation, categorization, and closure standards.
• Oversee incident, problem, and request management processes(typically aligned to ITIL).
• Monitor daily performance of wireless and network infrastructure under managed service contracts.
• Ensure all permits to work are in force.
• Work with respective departments to carry out level 1 & 2 resolutions on time.

Process Improvement

• Identify recurring issues and drive root-cause analysis with relevant teams .
• Develop and maintain knowledge base articles, SOPs, and troubleshooting guides.
• Recommend and implement process improvements to increase efficiency and customer satisfaction.
• Evaluate and improve ticketing tools, workflows, and automation opportunities.

Reporting& Metrics

• Track and report on KPIs: SLA compliance, resolution times, backlog. Monthly report sand incident reports to be created within timeline.
• Attend Operations Meeting.
• Prepare regular performance reports for management
• Track and prepare maintenance contracts.
• Analyze trends to proactively address capacity or quality issues
• Escalation to Operations Manager on issues which need further attention.

Stakeholder& Customer Management

• Serve as a point of contact for department heads/ business units regarding support issues
• Manage customer escalations and ensure high levels of user satisfaction
• Coordinate with relevant teams on cross-functional issues

Requirements:

• Diploma in IT, Computer Science or relevant field with related work experience.
• Proven experience as a helpdesk environment or other customer support role.
• Strong knowledge of ITSM frameworks (ITIL preferred)
• Strong leadership, coaching, and conflict-resolution skills
• Technical troubleshooting knowledge across hardware, software, network basics, and common enterprise applications.
• Familiarity with ticketing systems (e.g. JIRA service management, ServiceNow etc)
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills, both technical and non-technical audiences.