Team Leader - IT Service Desk

Description :

Role Overview :

We are looking for a Team Leader IT Service Desk to manage day-to-day service desk operations, lead a team of analysts, and ensure high-quality IT support aligned with ITIL best practices.

The role involves performance monitoring, escalation management, and continuous service improvement.

Key Responsibilities :

- Lead, mentor, and support a team of service desk analysts.

- Oversee daily service desk operations and ensure smooth shift coverage.

- Monitor and manage SLAs, First Call Resolution (FCR), and ticket queue performance.

- Act as the primary escalation point for major incidents and critical issues.

- Coordinate with internal IT teams and stakeholders to resolve complex incidents.

- Prepare daily, weekly, and monthly reports on service desk performance.

- Identify areas for improvement and drive service improvement initiatives.

- Ensure compliance with ITIL processes and operational standards.

Required Skills & Experience :

- 35 years of experience in IT Service Desk / IT Support, with team handling exposure.

- Strong knowledge of ITIL processes (Incident, Problem, Change, Service Request).

- Proven people management and leadership skills.

Hands-on experience with service desk tools such as :

- ServiceNow

- Remedy

- Freshservice (or similar tools)

- Strong communication and stakeholder management skills.

- Willingness to work in rotational 24/7 shifts.

Good to Have :

- ITIL certification.

- Experience handling high-volume enterprise service desks.

- Exposure to SLA-driven support environments