Service Desk Operations Lead

Description

The Service Desk Operations Lead is responsible for overseeing the daily operations of the IT Service Desk, ensuring timely resolution of incidents and service requests while maintaining high levels of customer satisfaction. This role leads a team of service desk analysts, drives process improvements, monitors performance metrics, and ensures adherence to ITIL best practices and organizational SLAs.

Responsibilities

• Supervise day-to-day Service Desk operations and ensure smooth service delivery
• Monitor ticket queues, workloads, and escalation processes
• Ensure incidents and requests are resolved within agreed SLAs
• Lead, coach, and mentor Service Desk staff
• Conduct performance reviews and provide regular feedback
• Develop training plans to enhance team capability
• Act as escalation point for major incidents
• Coordinate incident response and communication to stakeholders
• Id...