Service Desk Team Lead

1. Team Management & Leadership

Lead, mentor, and manage a team of 10+ service desk specialists.

Define team goals, track KPIs, and conduct performance reviews.

Foster a culture of accountability, collaboration, and continuous improvement.

2. Incident & Escalation Management

Oversee ticket workflows and escalation handling (L1, L2, L3).

Ensure effective RCA for recurring incidents and problem management.

Drive SLA compliance and customer satisfaction.

3. MIS, RCA & KPI Reporting

Develop, monitor, and present MIS reports and KPI dashboards.

Identify process bottlenecks and propose improvements.

Leverage AI-enabled analytics for trend identification and predictive issue management.

4. Process Governance & Stakeholder Engagement

Ensure ITIL standards and compliance across service desk operations.

Collaborate with IT leadership and business stakeholders for continuous improvements.

Standardize documentation and maintain an updated knowledge base.