Service Desk Lead, ITSM & Incident Management
Overview
The Service Desk Lead owns day-to-day operations and ensures high-quality end-user support across channels at scale. Lead a team, drive SLA compliance, knowledge management, and continuous service improvement to deliver reliable IT support for enterprise users. This onsite role emphasizes leadership, operational discipline, and cross-functional collaboration to elevate service maturity.
What You'll Do10
- 1Build and manage daily service desk operations across voice, chat, and self-service channels ensuring 24/7 coverage
- 2Monitor queues, aging tickets, and backlog trends to improve first-call resolution and user experience
- 3Lead, mentor, and coach analysts through daily huddles, feedback sessions, and performance reviews
- 4Coordinate with resolver groups during major incidents and support bridge calls and stakeholder communications
- 5Prepare operational reports on SLA, volume, aging, backlog, quality, and CSAT trends and drive action planning
- 6Identify and implement shift-left opportunities, knowledge usage improvements, and automation readiness
- 7Support implementation of virtual agents, chatbots, and AI-assisted solutions to optimize support
- 8Ensure ITIL process adherence and governance across incidents, requests, problems, changes, and knowledge management
- 9Oversee recruitment, onboarding, and readiness tracking for new team members
- 10Drive service improvements through RCA reviews, action tracking, and cross-functional project participation
Requirements5
- 16–10 years of IT support experience including 3–4 years in a Service Desk Lead role
- 2Strong knowledge of Windows OS, Microsoft 365, Active Directory, VPN, Citrix/VDI, Exchange Online, Teams
- 3Hands-on experience with ServiceNow Ticketing Tool
- 4Working knowledge of Incident, Request, Problem, Change, Escalation, and Knowledge Management processes
- 5ITIL Foundation or ITIL 4 certification and Microsoft 365 Fundamentals preferred
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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