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.