Service Desk Lead

• Lead and mentor a team of service desk analysts, ensuring high-quality customer service and technical support.
• Oversee incident management processes, ensuring timely resolution and escalation of complex issues.
• Act as the primary liaison between the service desk and other IT departments to facilitate seamless communication.
• Generate and analyze reports on service desk performance metrics to identify areas for improvement.
• Manage the service desk's knowledge base, ensuring that information is current and accessible.
• Handle sensitive customer interactions with professionalism, ensuring a positive service experience.

Desired Candidate Profile

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• ITIL certification is highly desirable, showcasing knowledge of service management best practices.
• Experience with ticketing systems such as ServiceNow or Jira to manage and track service requests.
• Minimum of 5 years of experience in IT support or service desk operations, with at least 2 years in a leadership role.