Team Lead - Service Management

About the Role

Team Lead - Service Desk reports to the Manager of Service Desk and plays a key role in ensuring the delivery of high-quality technical support to end users. The Team Lead is responsible for supervising day‑to‑day operations of the Service Desk team, coordinating the resolution of incidents and service requests, and maintaining service quality standards. This role involves monitoring team performance, providing mentorship, and ensuring adherence to service management best practices, including ITIL.

The Team Lead fosters a customer‑focused environment, drives continuous improvement, and supports the development of team members.

• Provide day‑to‑day supervision, mentorship, and guidance to team members with varied technical skills and experience levels, ensuring alignment with departmental goals and priorities.
• Lead, motivate, and develop a diverse team, fostering an inclusive, collaborative, and high‑performing work environment.
• Assist in scheduling, workload distribution, and resource planning to support both operational work and project‑based initiatives.
• Conduct regular one‑on‑one check‑ins to provide feedback, support professional development, and address performance or skill gaps.
• Act as the first escalation point for technical, operational, or Service Now platform‑related issues.
• Promote accountability, ownership, and continuous learning within the team.

• Lead Service Now development and implementation efforts, including planning, design, configuration, testing, deployment, and post‑implementation support.
• Partner with business and IT stakeholders to translate requirements into effective Service Now solutions.
• Provide technical leadership and guidance on Service Now best practices, platform capabilities, and implementation standards.
• Coordinate and oversee work performed by team members contributing to Service Now configuration, integrations, workflows, and enhancements.
• Ensure implementations align with platform governance, security standards, and long‑term scalability.

• Assist the manager in overseeing ITIL processes such as Incident Management, Request Management, Change Management, Knowledge Management, Configuration Management, and Asset Management.
• Act as a subject‑matter expert (SME) and point of contact for process adherence, ensuring consistent execution of workflows and best practices.
• Identify opportunities for process and platform improvements, leading initiatives to enhance efficiency, automation, and customer experience.
• Conduct regular audits and reviews to ensure compliance with SLAs, OLAs, and operational metrics.

• Provide hands‑on leadership and guidance in the use of the Service Now platform for ticketing, reporting, and automation.
• Oversee the health, accuracy, and governance of the CMDB, ensuring configuration items (CIs) and relationships are properly maintained.
• Collaborate with management to enhance CMDB maturity, data quality, and usage across the organization.

• Track and analyze team and platform performance metrics, including KPIs and SLAs.
• Provide actionable insights and recommendations to leadership to drive continuous improvement.
• Monitor workloads, ticket queues, and project progress to ensure timely delivery and prioritization.

• Champion a culture of customer service excellence through professional, respectful, and solution‑oriented engagement.
• Collaborate with internal and external partners to resolve escalations, support implementations, and improve service outcomes.
• Serve as a communication bridge between technical teams, leadership, and business stakeholders.

• Education:
  
  Bachelor’s degree in Computer Information Systems, Computer Science, Information Technology, or a related field. Additional years of relevant professional experience may be considered in lieu of formal education.
• Experience:
  
  Minimum of 5years of relevant experience in IT Service Management, application support, project analysis, application development, or application programming within an…