Job Overview

The IT Service Desk Lead will be responsible for overseeing the day-to-day operations

of the IT Service Desk team, ensuring high-quality support and service delivery across

the organization. This role requires strong leadership, problem-solving abilities, and

deep technical expertise to drive efficiency, customer satisfaction, and continuous

improvement in IT support services.

Key Responsibilities

 Lead and manage the IT Service Desk team to deliver excellent customer service

and technical support.

 Oversee incident management, problem management, change management,

and service request fulfillment in line with ITIL

 best practices.

 Monitor service desk operations to ensure SLAs are met and customer

satisfaction is maintained.

 Provide guidance, motivation, and coaching to team members to achieve

performance and development goals.

 Manage esca...