Service Desk Lead

Role: Service Desk Lead

Location:

About the Role

Service Desk Lead

Key Responsibilities

Team Management & Leadership

• Lead, mentor, and guide a team of L1 Service Desk Analysts.
• Manage staffing, shift schedules, and ensure uninterrupted 24x7 coverage.
• Conduct regular team meetings, performance reviews, and provide coaching and feedback.

Service Operations

• Act as the

  primary point of contact

  for high-priority or unresolved incidents.
• Ensure incidents and requests are logged, categorized, and resolved/escalated within SLA.
• Monitor and improve team performance against KPIs (First Call Resolution, SLA compliance, CSAT etc).
• Analyze incident trends and implement preventive measures.

Client & Stakeholder Management

• Serve as the day-to-day

  operational contact

  for the Client.
• Provide regular reports on SLA/KPI compliance, ticket trends, and overall team performance.
• Participate in Client governance calls and service review meetings.

Compliance & Best Practices

• Ensure strict adherence to HIPAA and Client data security protocols.
• Promote ITIL-aligned service management practices (Incident, Request, Escalation).
• Maintain and enhance knowledge base articles, SOPs, and team training documentation.

Continuous Improvement

• Identify process gaps and recommend workflow or automation improvements.
• Conduct Root Cause Analysis (RCA) for recurring issues.
• Support onboarding and knowledge transfer for new team members.

Qualifications & Skills

Required:

• 5 – 8 years of experience in

  IT Service Desk / Technical Support

  , with at least 2 years in a

  Leadership or Supervisory role

  .
• Hands-on experience supporting

  Windows OS, Mac OS, Active Directory, MS Office 365, VPN, basic networking, ITSM tools (ServiceNow, Remedy, or similar)

  etc.
• Proven ability to manage

  SLAs, KPIs, escalations, and team performance

  .
• Excellent communication and stakeholder management skills (verbal and written).
• Flexibility to work in a

  24x7 rotational support environment

  .

Preferred:

• ITIL Foundation certification.
• Prior experience managing support for

  US clients

  .
• Exposure to

  Healthcare/clinical applications

  support.

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Equivalent work experience may be accepted in lieu of formal education.

Key Competencies

• Strong

  leadership and people management

  capabilities.
• Analytical mindset with focus on

  service quality and continuous improvement

  .

• Customer-first approach

  with empathy for healthcare staff and end-users.
• Ability to manage

  critical incidents

  calmly under pressure.
• Proactive, collaborative, and solution-oriented mindset.