Service Desk Leader

Description

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion.

We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success. Ready to join us? Here's what the opportunity supported through our TGS Talent Acquisition Team requires:
The Delivery Lead is responsible for the overall leadership, direction, and operational performance of a 22-member Service Desk team supporting enterprise IT services in a 24x7 environment. This role provides leadership, coaching, performance management, workforce planning, and operational governance to ensure high levels of customer satisfaction, service quality, and contractual compliance. In addition to Service Desk leadership responsibilities, the Delivery Lead serves as a secondary leader for the Major Incident Management function, providing oversight, support, escalation management, and operational alignment during critical service disruptions.

The Delivery Lead partners closely with Major Incident Managers, technical resolver teams, client leadership, and executive stakeholders to drive service restoration, improve operational effectiveness, and support continual service improvement initiatives. ________________________________________

Key Responsibilities Service Desk Leadership (Primary Responsibility) - Lead, coach, and develop a team of approximately 22 Service Desk Agents.

- Establish clear performance expectations and foster a culture of accountability, collaboration, and customer excellence.

- Conduct performance reviews, career development planning, coaching sessions, and employee engagement activities.

- Manage workforce scheduling, staffing requirements, and coverage plans to maintain service levels.

- Monitor operational metrics and ensure achievement of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and contractual obligations.

- Drive compliance with incident management, request fulfillment, knowledge management, and ticket handling processes.

- Review service performance reporting and identify opportunities to improve customer experience, productivity, and operational efficiency.

- Lead operational meetings, client reviews, and internal governance forums.

- Collaborate with client stakeholders and senior leadership to address service concerns, risks, trends, and improvement opportunities.

- Ensure proper documentation, knowledge management, and process adherence across the Service Desk operation.

- Serve as an escalation point for customer-impacting issues and operational challenges.

- Exercises flexibility in assuming additional duties, projects, and responsibilities as assigned by leadership to meet evolving business needs and organizational goals. Major Incident Management Leadership (Secondary Responsibility) - Provide leadership support and oversight for the Major Incident Management team.

- Assist in coordinating response activities during Priority 1 and Priority 2 incidents.

- Support Major Incident Managers in stakeholder communications, escalation management, and service restoration efforts.

- Participates in major incident bridge calls and executive communications as required.

- Monitor major incident performance metrics, communication effectiveness, and restoration timelines.

- Collaborate with infrastructure, application, networking, and business teams to improve incident response and recovery processes.

- Review post-incident reports, Root Cause Analyses (RCA), and corrective action plans.

- Identify recurring service issues and drive continuous improvement initiatives to reduce incident frequency and business impact.

- Support organizational readiness for…