Service Desk SME / Shift Lead

Job Description: Service Desk SME / Shift Lead

Role Summary

The Service Desk SME / Shift Lead is responsible for leading service desk operations, ensuring SLA compliance, managing team performance, and acting as an escalation point for critical incidents. This role involves hands-on leadership, reporting, and operational excellence in a 24/7 support environment.

Key Responsibilities

• Lead and manage daily service desk operations across shifts
• Ensure team schedule adherence, attendance, and break management
• Monitor and manage ticket queues (P1P4) ensuring SLA compliance for response and resolution
• Act as the primary escalation point for major incidents (P1/P2)
• Coordinate with cross-functional teams to drive timely issue resolution
• Conduct effective shift handovers with proper documentation
• Provide mentoring, coaching, and performance feedback to team members
• Drive continuous improvement initiatives and process optimization

SLA & Operational Management

• Ensure strict adherence to response and resolution SLAs across priority levels (P1–P4)
• Proactively identify SLA risks and take corrective actions
• Manage escalations and communicate status updates to stakeholders
• Maintain high customer satisfaction through quality service delivery

Reporting & Analytics

• Prepare and present weekly and monthly service performance reports
• Generate customized reports based on customer requirements
• Analyze trends, identify recurring issues, and provide actionable insights
• Maintain dashboards for SLA, KPI, and ticket metrics

Required Skills & Competencies

• Strong knowledge of ITIL framework (Incident, Problem, Change Management)
• Excellent team management and leadership skills
• Strong analytical and problem-solving abilities
• Advanced MS Excel skills (Pivot tables, VLOOKUP, reporting, dashboards)
• Experience with ticketing tools like ServiceNow, Remedy, or similar
• Excellent communication and stakeholder management skills

Experience

• 5–7 years of experience in Service Desk / IT Support environment
• Minimum 1–2 years in a Team Lead / SME / Shift Lead role
• Experience in handling global clients and 24/7 support operations is preferred

Key Performance Indicators (KPIs)

• SLA compliance (Response & Resolution)
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Team productivity and schedule adherence
• Incident backlog and aging tickets