Job Description
The Service Desk Team Lead is responsible for overseeing the day-to-day operations of the Service Desk team, ensuring high-quality and efficient support to end-users. This role requires a hands-on leader who can manage, mentor, and motivate the team while ensuring adherence to service level agreements (SLAs) and promoting a culture of continuous improvement. This role reports to the Manager of the Coretek Service Desk.
Responsibilities:
o Supervise, coach, and mentor the Service Desk Analysts
o Act as the primary escalation point for complex or unresolved technical issues
o Schedule and manage team shift to ensure 24/7/365 coverage
o Conduct regular 1:1s and team meetings as needed
o Initiate verbal and written warnings as needed
o Participate in performance review and goal setting process
· Delivery
o Monitor daily operations and apply proactive ticket queue management to ensure al...
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