Service Desk Support

This role is ideal for an experienced Service Desk Support Lead with 7-11 years of experience in IT support, end-user support, or service desk operations. As a Service Desk Support Lead, you will be responsible for leading and supervising a distributed team of Service Desk Analysts to ensure high-quality support and timely resolution of incidents and requests across various time zones. You will oversee remote and global support operations, optimizing workflows and communication to maintain seamless 24/7 coverage. Your key responsibilities will include managing day-to-day service desk operations, providing strong leadership, mentoring, and coaching to the service desk team, collaborating with other IT teams to resolve complex technical issues, and implementing ITIL best practices in incident, request, and problem management processes. You will drive continuous improvement by identifying recurring issues, proposing process enhancements, and monitoring key support metrics to provide insights to senior leadership. To be successful in this role, you should have 7-11 years of experience in IT support, service desk, or end-user support, with at least 3 years in a team lead, supervisory, or managerial capacity. You should also have proven experience in managing remote/global support teams in a follow-the-sun model and strong technical knowledge of Windows, Mac operating systems, Active Directory, Office 365, basic networking, and remote troubleshooting tools. Excellent people management skills, analytical abilities, problem-solving skills, exceptional communication skills, and a customer-centric mindset are essential. Possessing an ITIL Foundation certification and a Bachelor's degree in Computer Science, Information Technology, or a related field is highly desirable.,