Role Summary

The Service Desk Lead manages day-to-day Service Desk operations, ensuring shift readiness, SLA delivery, people management, queue performance, escalations handling, and service excellence.

Key Responsibilities

• Supervise Service Desk Engineers across shifts.
• Manage ticket queues, workload balancing, attendance, and handovers.
• Ensure SLA/KPI achievement for response time, resolution time, backlog, and CSAT.
• Serve as escalation point for operational issues.
• Conduct coaching, quality reviews, and performance feedback.
• Generate daily/weekly operational reports.
• Drive adherence to SOPs, governance, and ticket standards.
• Support onboarding/training of new hires.
• Coordinate with client stakeholders and internal support teams.
• Identify automation and process improvement opportunities.

Qualifications

• Bachelor's degree in I...