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. The role ensures high‑quality service delivery, manages performance, handles critical incidents, and contributes to continuous improvement within the service desk.

• 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.

• Collaborate with the Service Desk Supervisor to identify and implement improvements to the incident logging system for enhanced efficiency.
• Contribute to overall business success by improving the customer experience and work performance within the team.
• Provide feedback to the supervisor and SD Analysts to enhance work performance and customer satisfaction.
• Assist in establishing, maintaining, and continuously improving operational processes, policies, and procedures.
• Handle complex customer inquiries and complaints, escalating when necessary.
• Perform deep dive analysis on escalated tickets.
• Collaborate with and support IT Service Desk, Engineering, and DT team members.
• Attend all operational and project‑related scheduled meetings as required.
• Ensure that the Service Desk actively participates in improving the usability and reliability of Auxis services.
• Monitor and analyze team Key Performance Indicators (KPIs) on a daily basis.
• Perform Incident and Request Queue Management, ensuring timely and appropriate ticket assignments.
• Conduct quality assurance evaluations for the team.

• Manage workforce scheduling for optimal coverage.
• Make recommendations for skill and priority changes.

• Knowledge of or training in best practices or IT frameworks, such as ITIL, with an ITIL Certification being desirable.
• Proficiency in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel.
• Advanced knowledge of Active Directory, O365, network‑shared printers, and drives.

• Minimum of 2+ years working experience in technical support.
• Minimum of 2+ years working experience in supervising or managing a technical support team of 5 or more individuals.
• Demonstrated expertise in utilizing and interpreting common Key Performance Indicators (KPIs).

• A university degree in business, management, related field, or equivalent experience.

• O365 Fundamentals (Nice to Have).

• Excellent written, verbal, and interpersonal skills.
• Commitment to quality results, customer satisfaction, and continuous improvement.
• Self‑motivation, independence, and proactive problem‑solving skills.
• Strong ability to collaborate within a team environment.
• Adaptability and flexibility.
• Service orientation and active learning mindset.
• Strong decision‑making and organizational skills.
• Commitment to ethical standards and organizational policies.
• Demonstrated skill in integrating, developing, and consolidating a successful working team.

• Proficiency in English and Spanish (oral and writing with a minimum of C1 level proficiency in both languages being a requirement).