Service Desk Lead at Concert Properties

Elevate IT service delivery as the Service Desk Lead at Concert Properties. This pivotal role emphasizes team leadership, incident management, and service excellence within a supportive environment.
As Concert Properties' Service Desk Lead, you will guide a team of Service Desk Analysts while ensuring effective incident resolution and adherence to SLAs. Your leadership expertise will drive continuous improvements and enhance service desk operations through a player-coach approach. You'll collaborate closely with external vendors and maintain a focus on quality and performance.
Key Responsibilities:
• Lead daily execution of incident management processes
• Drive First Contact Resolution and minimize escalations
• Oversee problem management discipline and root cause analysis
• Support change management and communication coordination
• Champion knowledge capture to enable self-service resolution
Requirements:
• Degree or diploma in Information Technology or rela...