Service Desk Lead

A diversified financial services group that provides professional advice and tailor‑made investment products across the entire financial value chain is seeking a Service Desk Lead who will be responsible for overseeing the daily operations of the IT Service Desk, ensuring the delivery of high‑quality technical support and effective service management across the organization.

Responsibilities

• Oversee daily service desk operations, including scheduling, task delegation, and performance monitoring.
• Manage the incoming ticket queue, ensuring no requests are missed and that tickets are actioned per agreed‑upon Service Level Agreements (SLAs).
• Coach, mentor, and train team members to enhance capabilities, promote knowledge sharing, and skill development.
• Monitor Key Performance Indicators (KPIs) and SLAs to ensure team performance meets organizational goals.
• Provide advanced technical support for complex hardware, software...