Service Desk Lead - Ticketing System

Job Summary :

The Service Desk Lead plays a critical role in the IT Service Desk by overseeing daily operations, managing a team of support professionals, and ensuring the delivery of high-quality technical assistance to end-users.

This position requires a balance of technical expertise, leadership skills, and a strong commitment to customer service. The Service Desk Lead will implement best practices, drive continuous improvement initiatives, and act as a key liaison between the IT department and organizational stakeholders. The Service Desk Lead must be willing to work in a 24x7, three-shift team, which may require availability during morning, evening, or night shifts.

Qualifications :

Education :

Experience :

- Proven experience in managing and leading a team in a high-pressure environment, preferably within an enterprise setting.

Technical Skills :

- Strong understanding of ITIL framework, service desk operations, and best practices.

- Experience with networking concepts, operating systems, and enterprise applications.

- Knowledge in automation, preferably in Moveworks, and Nexxthink.

Communication Skills :

- Strong interpersonal skills, fostering collaboration and building rapport with team members and users.

Leadership Skills :

- Ability to inspire and motivate a diverse team to achieve common goals.

Problem-Solving :

Customer Service Orientation :

Certifications (Preferred) :

- Relevant certifications in service desk management or technical support (e.g., CompTIA A+, Microsoft Certified Professional).