Service Desk Lead

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Lenovo is a US $69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services.

Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit , and read about the latest news via our Story Hub.

Key Roles Responsibilities

Service Desk Operations

Manage daily operations of the Service Desk team.
Ensure incidents and service requests are resolved within defined SLAs.
Monitor ticket queues, backlog, aging, and escalation management.
Ensure proper ticket categorization, prioritization, and routing.
Drive first-call resolution and reduce repeat incidents.
Coordinate with L2/L3 support teams for issue resolution.

Incident Problem Management

Govern Incident, Request, and Problem Management processes.
Handle major incidents and ensure timely stakeholder communication.
Conduct RCA reviews for critical incidents.
Identify recurring issues and drive preventive actions.
Ensure adherence to ITIL practices and operational governance.

Team Management

Lead, mentor, and develop Service Desk engineers/analysts.
Conduct performance reviews, coaching, and skill development sessions.
Manage shift rosters, workload distribution, and resource planning.
Ensure team adherence to process and quality standards.

Service Improvement Governance

Analyze operational KPIs and customer feedback.
Drive Continuous Service Improvement (CSI) initiatives.
Create and maintain SOPs, knowledge articles, and process documentation.
Ensure audit and compliance adherence.
Improve automation and reporting mechanisms.

Stakeholder Customer Management

Act as the primary escalation point for critical issues.
Provide regular service performance reports to management/customers.
Conduct governance reviews and service review meetings.
Maintain effective communication during outages and service disruptions.

Required Skills

Strong knowledge of ITSM and ITIL framework
SLA KPI management
Incident and Major Incident Management
Excellent leadership and communication skills
Stakeholder management
Reporting and analytical skills
Escalation handling
Customer service orientation
Knowledge management and process governance

Experience with ticketing tools such as Service Now, Remedy, Jira, or Fresh service

Preferred Technical Knowledge

Windows OS Microsoft 365
Active Directory
VPN Remote Support
Networking basics
SCCM / Endpoint management
IT asset management
Collaboration tools (Teams, Zoom, Outlook)

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