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.