Abl - Service Desk Lead – It Support & Operations

Position ObjectiveLead, develop, and manage the Technical Support team, ensuring the proper operation of the Service Desk, compliance with SLA/OLA/KPI ́s agreements, continuous process improvement, and a positive end‐user experience aligned with business objectivesLead, motivate, and develop the Technical Support Analysts team (Level 1).
Monitor performance through continuous feedback, coaching, and individual development plans.Coordinate onboarding processes, technical training, and soft‐skills development.Foster a collaborative, inclusive, and results‐oriented work environment.Manage workloads, roles, schedules, and operational coverage.Operational and Service ManagementOversee incident and request handling through the ticketing system (e.g., ServiceNow, Genesys)Ensure compliance with key metrics (SLA, CSAT, KPIs).
Escalate and manage critical or recurring incidents with technical teams and stakeholders.Identify opportunities for improvement in processes, documentation, an...