Project Lead

The Team Lead – Service Desk is responsible for managing day-to-day operations of the IT Service Desk team, ensuring timely resolution of incidents and service requests, maintaining high customer satisfaction, and driving continuous improvement in service delivery.

Key Responsibilities:

• 
  Team Management:

  • Lead and mentor a team of Service Desk Analysts.
  • Manage shift schedules, workload distribution, and performance reviews.

• Service Delivery:

  • Ensure adherence to SLAs and KPIs for incident and request resolution.
  • Monitor ticket queues and escalate issues as needed.
  • Maintain high standards of customer service and communication.

• Process & Compliance:

  • Implement ITIL best practices for incident, problem, and change management.
  • Ensure compliance with organizational policies and security standards.

• Reporting & Analysis:

  • Prepare daily/weekly/monthly performance reports.
  • Identify trends and recommend process improvements.

• Collaboration:

  • Work closely with other IT teams and vendors for issue resolution.
  • Act as the point of contact for major incidents and service escalations.

Required Skills & Qualifications:

• Bachelor’s degree in IT or related field (or equivalent experience).
• 5+ years of experience in IT Service Desk, with at least 2 years in a leadership role.