Service Desk Team Lead

Roles and Responsibilities :

• Lead a team of IT professionals to provide technical support for Active Directory, ITSM, and Microsoft technologies.
• Manage incident resolution processes to minimize downtime and ensure timely restoration of services.
• Collaborate with cross-functional teams to identify root causes of issues and implement preventative measures.
• Develop training programs for junior staff members on ITIL best practices.

Job Requirements :

• 7-20 years of experience in an IT operations role with expertise in Active Directory, ITSM, and Microsoft technologies.
• Strong understanding of ITIL framework for incident management and problem resolution.
• Proven track record in managing high-performing teams through effective communication, coaching, and mentoring.