Service Desk Lead

Role Overview: As a Service Desk Lead, you will oversee first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within service level agreements. Your typical day will involve managing the scheduling coverage for the team, setting operational goals, and ensuring that the team is equipped with the necessary customer-specific knowledge to maintain efficient service desk operations. You will also be responsible for fostering a collaborative environment that encourages team engagement and continuous improvement in service delivery. Key Responsibilities: - Expected to be an SME. - Collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Facilitate training sessions to enhance team skills and knowledge. - Monitor performance metrics and implement strategies for improvement. Qualifications Required: - Must To Have Skills: Proficiency in Service Delivery. - Good To Have Skills: Experience with Microsoft Azure IaaS, Infrastructure Service Management. - Strong understanding of incident management processes and best practices. - Experience in using service desk software and ticketing systems. - Ability to analyze service desk performance data to drive improvements. (Note: Omitting the Additional Information section as it contains company-specific details) Role Overview: As a Service Desk Lead, you will oversee first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within service level agreements. Your typical day will involve managing the scheduling coverage for the team, setting operational goals, and ensuring that the team is equipped with the necessary customer-specific knowledge to maintain efficient service desk operations. You will also be responsible for fostering a collaborative environment that encourages team engagement and continuous improvement in service delivery. Key Responsibilities: - Expected to be an SME. - Collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Facilitate training sessions to enhance team skills and knowledge. - Monitor performance metrics and implement strategies for improvement. Qualifications Required: - Must To Have Skills: Proficiency in Service Delivery. - Good To Have Skills: Experience with Microsoft Azure IaaS, Infrastructure Service Management. - Strong understanding of incident management processes and best practices. - Experience in using service desk software and ticketing systems. - Ability to analyze service desk performance data to drive improvements. (Note: Omitting the Additional Information section as it contains company-specific details)