Service Desk Team Lead

Talent Neuron is the global leader in workforce and labor market intelligence. Our solution combines external labour market data with internal workforce insights to power strategic workforce planning (SWP), skills analysis, location strategy, DEI initiatives, and talent acquisition. We ingest millions of global data points across 90% of the world’s GDP and deliver insights through SaaS, data delivery, and expert advisory services—helping the world’s leading enterprises plan, build, and deploy the workforce of the future.

Our Core Values

• Humanity First – We lead with empathy, kindness, and respect.
• Customers at the Core – We deeply understand client needs and deliver exceptional value.
• Diverse Minds, One Team – We collaborate, debate, and succeed together.
• Pioneering Innovation – We take risks, learn fast, and drive change.
• Resilient Perseverance – We solve problems creatively and own our commitments.

Role Description

The Service Desk Team Leader plays a pivotal leadership role in ensuring a customer-focused, efficient, and effective service desk operation. Reporting to the IT Manager, the position has responsibility of service team performance, service delivery outcomes, and the continuous improvement of service standards.

The role is a senior and integral part of the Talent Neuron ICT Department, and the position provides opportunities to further develop skills and experience, in areas of technology and team leadership as appropriate to the company need. The position has a high degree of autonomy in managing the day‑to‑day activities required of the role, and combines service excellence, team leadership, and operational oversight of all service operations within the department.

Primary Duties & Responsibilities

• Lead, mentor and support a team of high performing ICT support staff, to deliver first-class IT support services
• Oversee daily operations of the Service Desk, ensuring timely resolution of incidents and service requests in line with agreed SLAs.
• Monitor and manage ticket flow via the ticketing system and resource scheduling with efficiency.
• Act as a primary escalation point for complex technical issues affecting our users and business
• Act as a subject matter expert on service desk operations, systems, and customer service practices.
• Ensure consistent and effective communication with end users including teaching staff, administration, parents and students.
• Develop and maintain ICT knowledge base articles and standard operating procedures.
• Monitoring and improving service quality through performance metrics, knowledge sharing, and proactive engagement with stakeholders.
• Collaborating with IT teams on broader technology initiates and projects
• Work with external vendors to deliver seamless client outcomes and tackle challenges head‑on
• Provide regular reporting on service desk performance and key metrics.
• Follow up with customers on an ad‑hoc basis to identify areas for improvement and provide customer feedback to the appropriate internal teams.
• Support the ICT Operations Manager in planning and delivering ICT Initiatives.

What You Will Bring:

• Previous experience in a Service Desk leadership or senior IT support role in a global environment supporting users in different time zones
• Outstanding communication (verbal & written) and stakeholder management skills, with the ability to build trust and influence outcomes.
• Procurement of IT devices for end‑users
• Familiarity with ITIL Frameworks and Service Management practices
• Exceptional problem‑solving and analytical skills.
• A deep commitment and passion to customer service excellence.
• Excellent organisational and time management skills.
• Exceptional communication skills and effective liaison with a broad cross‑section of people including teaching, administration staff and external providers.
• Ability to work under pressure, establish priorities and set and achieve work goals.
• Education professional with demonstrated proficiency in supporting a complex ICT environment.

Key Performance Indicators:

• Service team (employee) satisfaction rate and retention rate
• High percentage of Incidents responded to and resolved within target OLAs and SLAs.
• Clear documentation of day‑to‑day…