A company is looking for a Service Desk Team Lead to oversee service desk operations and team performance.
Key Responsibilities
Lead and mentor a team of ICT support staff to deliver high-quality IT support services
Oversee daily service desk operations, ensuring timely resolution of incidents and service requests
Act as a primary escalation point for complex technical issues and maintain effective communication with end users
Required Qualifications
5+ years of relevant IT support experience in a global environment
Experience in a Service Desk leadership or senior IT support role
Tertiary qualifications or accreditation in Service Management methodologies such as ITIL are beneficial
Familiarity with ITIL frameworks and service management practices
Industry-recognized certifications such as Microsoft, CompTIA A+, or equivalent are advantageous
Service Desk Team Lead • Worcester, Massachusetts, United States
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