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Service Desk Team Lead: Drive SLA & Incident Excellence
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Service Desk Team Lead: Drive SLA & Incident Excellence
Job summary
A community support organization in Canada is seeking a Service Desk Team Lead to provide operational leadership for the IT Service Desk team. You will manage support channels, ensure SLA compliance, and drive continuous improvement. Ideal candidates will have supervisory experience in a Service Desk environment and solid IT knowledge. The target hiring range is $66,831 to $83,539, based on experience and qualifications.
Qualifications
- 2+ years supervisory experience in a Service Desk environment.
- 5+ years as a Senior Service Desk Technician.
- Strong knowledge of ITIL principles.
Responsibilities
- Lead and manage the Service Desk team of 6-8 members.
- Oversee incident management and SLA monitoring.
- Conduct quality evaluations and develop training programs.
Skills
Education
Tools
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.