L2 Service Desk Lead

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Job Summary

dynamic L2 Service Desk Lead

Key Responsibilities

• Lead and supervise a team of Service Desk analysts, ensuring adequate support coverage (24x7 if applicable).
• Serve as an escalation point for unresolved or critical incidents.
• Monitor ticket queues, service levels, and team performance to ensure SLA compliance.
• Oversee shift planning, resource allocation, and workload distribution.
• Conduct team meetings, coaching sessions, and performance reviews.
• Coordinate onboarding and training of service desk staff.
• Maintain and improve knowledge base and SOPs.
• Collaborate with IT infrastructure and application teams for smooth incident resolution.
• Generate and present service desk performance reports to IT management.
  

Required Skills And Experience

• 58 years in IT Service Desk roles, with at least 2 years in a leadership/supervisory role.
• Proficiency in ITSM tools (ServiceNow, ManageEngine, BMC Remedy).
• Strong knowledge of Windows OS, MS Office, Active Directory, and basic networking.
• Experience in SLA management, ticket lifecycle, and root cause analysis.
• Familiarity with ITIL framework and incident, request, and change management processes.
  

Preferred Qualifications

• Bachelor's Degree in Information Technology or related field.
• ITIL Foundation Certification (Intermediate/Practitioner a plus).
• Experience managing service desks in enterprise or multi-customer shared service environments.
  

Soft Skills

• Strong leadership and team management capabilities.
• Excellent communication, interpersonal, and stakeholder management skills.
• Analytical and process-oriented mindset.
• Ability to handle pressure and drive continuous service improvement.