Service Desk Lead

Role & responsibilities

Responsibilities

• Lead and mentor Service Desk analysts
• Handle escalations and major incidents
• Ensure SLAs, KPIs, and CSAT targets are met
• Coordinate with L2/L3 and crossfunctional teams
• Drive FCR, RCA, and continuous improvement
• Monitor ticket queues and shift coverage
• Maintain ITIL process compliance
• Support training, onboarding, and reporting

Technical Skills

• Windows/macOS support
• Networking basics (DNS, DHCP, TCP/IP)
• ServiceNow ITSM
• Active Directory & Office 365
• VPN, MFA, remote access
• Endpoint & hardware troubleshooting
• Remote support tools

Soft Skills

• Strong communication & leadership
• Customerfocused mindset
• Problemsolving & decisionmaking
• Ability to work under pressure
• Team collaboration

• ITIL Foundation
• CompTIA A+
• ServiceNow ITSM

Good to have:

• ServiceNow
• Agile Methodology
• Incident management