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.