Service Desk Team Lead

Darden; Orlando (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

Darden is seeking a Service Desk Team Lead in Orlando to oversee the Restaurant Systems Service Desk operations. You will guide a high-performing support team to meet SLAs and drive continuous process improvements.

The role requires leadership experience, strong IT problem-solving skills, and hands-on IT infrastructure knowledge. You will manage staffing, incident escalation, and reporting while staying current with industry trends and best practices.

Qualifications

• 3+ years of experience in a Service Desk or Call Center leadership role.
• Strong problem-solving skills in IT infrastructure and telecom environments.
• Hands-on experience with IT operations and service management.
• Familiarity with ticketing systems such as BMC Helix or similar.
• Proven ability to meet or exceed performance metrics (e.g., speed to answer, abandonment rate).

Responsibilities

• Coordinate daily Service Desk operations to meet goals and SLAs.
• Lead and mentor team members through coaching, performance feedback, and one-on-one meetings.
• Develop and implement training plans to enhance team capabilities.
• Address employee concerns and administer disciplinary actions when necessary.
• Ensure proper escalation of incidents in line with SLA requirements.
• Analyze call volumes and KPIs to determine staffing levels and schedules.
• Oversee incident prioritization, review escalated incidents, and drive RCA initiatives.
• Produce regular performance reports and maintain knowledge base articles.

Skills

Leadership

Problem-solving

IT infrastructure

Service management

Communication

Education

BS/BA in MIS, CS, or Business

Tools

BMC Helix

Job description

Job Overview

We are seeking a Service Desk Team Lead to manage the Restaurant Systems Service Desk operations. This role is responsible for leading a high-performing support team, ensuring service level commitments are met, and driving continuous improvement in support processes.

Job Overview

We are seeking a Service Desk Team Lead to manage the Restaurant Systems Service Desk operations. This role is responsible for leading a high-performing support team, ensuring service level commitments are met, and driving continuous improvement in support processes.

Schedule

• Flexibility to work nights, weekends and an on-call rotation

Roles And Responsibilities

Leadership & Team Management

• Coordinate daily Service Desk operations to meet goals and SLAs.
• Lead and mentor team members through coaching, performance feedback, and regular one-on-one meetings.
• Develop and implement training plans to enhance team capabilities.
• Address employee concerns and administer disciplinary actions when necessary.
• Ensure proper escalation of incidents in line with SLA requirements.

Staffing & Scheduling

• Analyze call volumes and KPIs to determine optimal staffing levels.
• Create and manage team schedules, including backup coverage planning.
• Distribute workload and provide guidance to ensure timely and accurate incident resolution.

Incident & Problem Management

• Oversee ticket prioritization and assignment accuracy.
• Review urgent and escalated incidents to ensure proper handling.
• Conduct incident trend analysis and coordinate root cause investigations with relevant teams.
• Drive initiatives to reduce repeat incidents and improve first-call resolution rates.

Process Improvement & Compliance

• Implement and enforce operational processes and procedures.
• Review existing workflows and recommend enhancements to improve efficiency and service quality.
• Ensure documentation is up-to-date and aligned with best practices.

Reporting & Knowledge Management

• Create and maintain knowledge base articles to support consistent issue resolution.
• Measure and report on the effectiveness of knowledge content using KPIs.
• Produce daily, weekly, and monthly performance reports with insights and variance explanations.
• Provide ad hoc reporting as needed.

Professional Development

• Stay current with industry trends, technologies, and best practices.

Required Technical Skills

• 3+ years of experience in a Service Desk, Call Center, or Customer Support leadership role.
• Strong problem-solving skills in computer, networking, and telecom environments.
• Hands-on experience with IT infrastructure operations and service management.
• Familiarity with BMC Helix or similar ticketing systems.
• Proven ability to meet or exceed performance metrics (e.g., speed to answer, abandonment rate).

Required Education

• BS/BA in MIS, Computer Science, or Business or relevant work experience

Other Key Qualifications

• Strong leadership and team management skills.
• Excellent verbal and written communication abilities.
• High level of customer service orientation and interpersonal skills.
• Analytical mindset with a focus on continuous improvement.
• Solid understanding of ITIL principles and process management.

Preferred Skills And Experience

• Experience in restaurant or retail IT environments.
• ITIL Foundations Certification.

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