Service Desk Team Lead

As a Service Desk Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support, reduce ticket turnaround time, and increase client satisfaction.

Responsibilities

• Oversee 100% of the requests, incidents and problems
• Act as escalation point for all requests and incidents
• Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed
• Manage the help desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Will drive Ticket Deep Dive and develop strategies for improvement
• Monitor team performance and developing feedback reports for management

Requirements

• Proven work experience as a Help Desk Manager
• Strong proficiency in Windows 10/11, Microsoft 365, Teams, Azure AD, and endpoint management tools.
• Solid understanding of networking fundamentals, Active Directory, VPN, and system administration.
• Experience with ITSM/ticketing platforms (e.g., ManageEngine, ServiceNow, Jira Service Management).
• Proven experience leading or supervising an IT Service Desk or support team in a fast-paced environment.
• Skilled in escalation management, incident triaging, and driving accountability across technical staff.
• Experience in identifying, triaging, and escalating cybersecurity incidents
• Excellent communication, organization, and interpersonal skills with a focus on customer satisfaction.
• Strong problem-solving and decision-making abilities, especially under pressure.
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• BSc degree in Computer Science, Information Technology or relevant field desired

Equal Opportunity Employer
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