The IT Service Desk Lead will be responsible for overseeing the day‑to‑day operations of the IT Service Desk team, ensuring high‑quality support and service delivery across the organization. This role requires strong leadership, problem‑solving abilities, and deep technical expertise to drive efficiency, customer satisfaction, and continuous improvement in IT support services.

Key Responsibilities

• Lead and manage the IT Service Desk team to deliver excellent customer service and technical support.
• Oversee incident management, problem management, change management, and service request fulfillment in line with ITIL best practices.
• Monitor service desk operations to ensure SLAs are met and customer satisfaction is maintained.
• Provide guidance, motivation, and coaching to team members to achieve performance and development goals.
• Manage escalations, analyze root causes, and implement corrective/preventive actions.
...