Service Desk Team Lead

About the role

We are seeking a Service Desk Team Lead to oversee our Service Desk operations, ensuring rapid resolution of incidents and service requests while maintaining high‑quality support in line with SLA commitments. The role combines hands‑on troubleshooting with people‑management responsibilities to drive continuous improvement.

Key responsibilities

• Lead, coach and supervise the Service Desk team on a daily basis.
• Manage ticket queues, assign work, and monitor progress to meet SLA targets.
• Oversee incident and service request handling, ensuring timely resolution.
• Escalate complex technical issues to appropriate specialist teams.
• Prepare and present reports on ticket status, team performance and service improvement initiatives.
• Deliver training and guidance to team members to enhance support quality.
• Maintain compliance with SLA and service quality standards.

Required profile

• Bachelor’s degree in IT, Computer Science or a related discipline.
• Proven experience in Service Desk, IT Support or Helpdesk environments.
• Previous experience leading or supervising a technical support team.
• Strong understanding of SLA, incident management and service request processes.
• Excellent communication and problem‑solving abilities.

Required skills

• Hands‑on experience with ITSM tools such as ServiceNow, Jira or ManageEngine.
• Knowledge of ITIL best practices.
• Familiarity with ticketing systems and SLA management.