Service Desk Lead

Job Summary

The Service Desk Team Lead is a pivotal role responsible for providing leadership, coaching, and supervision to our Service Desk Analysts. We seek a highly motivated individual to ensure the team's high-quality service delivery, manage performance, handle critical incidents, and contribute to continuous improvement within the service desk.

Responsibilities

People Manager

• Communicate team goals and identify areas for new training or skill checks.
• Process all disciplinary actions.
• Directly manage and lead a team of Service Desk Analysts.
• Provide coaching, guidance, and ongoing development to team members.
• Foster a positive and collaborative team environment that promotes performance, quality, and customer service excellence.
• Conduct regular one-on-one meetings and performance reviews with team members.
• Organize team-building activities to enhance team cohesion.
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