Senior Service Desk Operations & Analytics Lead

Stefanini North America and APAC; Troy (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

Stefanini North America and APAC is seeking a Service Desk Senior Team Leader to oversee daily operations and ensure SLA attainment. You will lead a team, develop comprehensive reports, and drive continuous improvement in delivery and quality across cross-functional teams.

The role emphasizes data analysis, reporting, and effective communication with clients to maintain high service standards and operational efficiency.

Qualifications

• Leadership experience in service desk or similar operations.
• Strong analytical skills with experience in reports, charts, and graphs.
• Excellent organizational skills with ability to manage multiple tasks and meet deadlines.
• Strong communication and interpersonal skills across departments and with clients.
• Willingness to work shifts and extended hours as needed.

Responsibilities

• Develop and maintain operations reports including dashboards and SLA reports.
• Perform detailed analysis with reports, charts, and graphs to highlight variances.
• Monitor KPIs to identify trends and areas for improvement.
• Provide weekly management reports summarizing performance and concerns.
• Deliver work to tight deadlines while managing multiple tasks.

Job description

Stefanini North America and APAC is seeking a Service Desk Senior Team Leader to oversee daily operations and ensure SLA attainment. You will lead a team, develop comprehensive reports, and drive continuous improvement in delivery and quality across cross-functional teams.

The role emphasizes data analysis, reporting, and effective communication with clients to maintain high service standards and operational efficiency.