Service Desk Team Lead

Overview

We are looking for a Service Desk Team Leader to manage and support the Service Desk team
, ensure timely resolution of IT incidents and service requests, and maintain high-quality support aligned with SLA requirements.

• Lead and supervise the Service Desk team.
• Manage daily IT support operations and ticket assignments.
• Monitor incidents and service requests to ensure timely resolution.
• Ensure compliance with SLA and service quality standards.
• Support troubleshooting for hardware, software, network, and access-related issues.
• Escalate complex issues to the appropriate technical teams.
• Prepare reports on ticket status, team performance, and service improvement.
• Train and guide team members to improve support quality.

• Bachelor’s degree in IT, Computer Science, or a related field.
• Experience in Service Desk, IT Support, or Helpdesk.
• Previous experience leading or supervising a technical support team.
• Good knowledge of ITSM tools such as Service Now, Jira, Manage Engine, or similar
  .
• Strong understanding of SLA
  , incident management, and service request management.
• Excellent communication and problem-solving skills.