Service Desk Lead

Assign tasks and manage workload distribution based on skillsets and priorities. 
Foster a positive team culture focused on customer service excellence. 
Monitor and manage service desk operations to ensure timely resolution of incidents and requests, adhering to established SLAs. 
Track key performance indicators (KPIs) such as ticket resolution time, first contact resolution rate, and customer satisfaction levels. 
Identify and implement process improvements to streamline service desk operations. 
Manage escalations and critical incidents, coordinating with relevant stakeholders to resolve complex issues quickly. 
Conduct post-incident reviews to identify root causes and prevent future occurrences. 
Ensure the knowledge base is updated with accurate and relevant information to enable efficient problem-solving. 
Encourage team members to contribute knowledge and best practices to the knowledge base. 
Act as the primary point of contact for internal customers, managing their expectations and addressing concerns. 
Proactively communicate updates on service status and major incidents to stakeholders. 
Collaborate with IT leadership to develop a service desk strategy aligned with business objectives 
Evaluate new technologies and tools to enhance service desk capabilities 

Required Skills:
At least 6 to 8 years of experience in the IT industry.
Bachelor’s degree in computer sciences or engineering or an associated degree is preferred
Proven experience managing a large service desk team in a complex IT environment 
Strong technical knowledge across various IT platforms and applications 
Excellent customer service skills and ability to build strong relationships with stakeholders 
Proven ability to analyze data, identify trends, and implement data-driven solutions 
Strong leadership and team management skills, including conflict resolution and performance coaching 
Expertise in IT service management (ITSM) frameworks like ITIL 
Proficiency in service desk ticketing systems and reporting tools