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 reports and incident reports to be created within timeline.

·       Attend Operations Meeting.

·       Prepare regular performance reports for management

·       Track and prepare maintenance contracts.

·       Analyse 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.