Job Description
About the role
As a Service Desk Team Leader , you will make an impact by leading the day‑to‑day operations of a Service Desk team delivering high‑quality, customer‑focused technical support. You will be a valued member of the IT Operations team and work collaboratively with internal stakeholders to ensure service excellence, effective resource utilization, and consistent achievement of service level commitments.
In this role, you will:
Lead, supervise, and support a team of Service Desk agents providing support via phone, chat, and email
Plan and allocate resources effectively to meet operational demand and maximize productivity
Monitor real‑time performance metrics and SLAs, taking corrective actions when required
Analyze operational reports to identify trends, gaps, and improvement opportunities
Provide coaching, feedback, and performance guidance to enhance team engagement and results
Collaborate with internal stakeholders to ensure alignment with cl...
As a Service Desk Team Leader , you will make an impact by leading the day‑to‑day operations of a Service Desk team delivering high‑quality, customer‑focused technical support. You will be a valued member of the IT Operations team and work collaboratively with internal stakeholders to ensure service excellence, effective resource utilization, and consistent achievement of service level commitments.
In this role, you will:
Lead, supervise, and support a team of Service Desk agents providing support via phone, chat, and email
Plan and allocate resources effectively to meet operational demand and maximize productivity
Monitor real‑time performance metrics and SLAs, taking corrective actions when required
Analyze operational reports to identify trends, gaps, and improvement opportunities
Provide coaching, feedback, and performance guidance to enhance team engagement and results
Collaborate with internal stakeholders to ensure alignment with cl...
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