Service Desk Team Lead

Position Purpose :-

The primary purpose of this Service Desk Team Lead role is to oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support for end-users.

Responsibilities

Direct Responsibilities

1. Team Supervision & Performance Management

• Assign and prioritize tasks to Service Desk agents.
• Monitor individual and team performance through KPIs.
• Conduct regular 1:1 meetings, coaching, and performance evaluations.

2. Incident & Request Management

• Oversee the triage and escalation of IT incidents (e.g., system outages, user access issues)
• Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
• Review and approve high-priority requests (e.g., hardware replacements, software deployments).

3. Process Optimization

• Identify bottlenecks in workflows and implement improvements.
• Maintain and update service desk documentation (e.g., SOPs, FAQs, troubleshooting guides).
• Lead initiatives to automate repetitive tasks (e.g., password resets, ticket routing).

4. Stakeholder Coordination

• Communicate with IT teams (e.g., Network, Voice, SAM) to resolve cross-functional issues.
• Report service desk metrics to IT management and business leaders.

5. Training & Knowledge Sharing

• Organize training sessions on new tools, policies, or technologies.
• Foster a culture of knowledge sharing (e.g., team meetings, internal wikis).
• Ensure team compliance with security protocols (e.g., GDPR, cybersecurity best practices).

6. Customer Satisfaction & Feedback

• Address escalated customer complaints and ensure follow-up.
• Analyze feedback trends to improve service quality.
• Promote a customer-centric approach within the team.

Contributing Responsibilities

1. IT Initiatives

• Contribute to IT roadmaps by providing insights on service desk trends (e.g., recurring issues, user needs).
• Advocate for process improvements or tool upgrades to enhance efficiency.

2. Business Continuity & Risk Management

• Support IT risk assessments by identifying service desk vulnerabilities (e.g., single points of failure).
• Contribute to business continuity plans (e.g., backup procedures, failover protocols).

3. Budget & Resource Planning

• Provide input on service desk budget needs (e.g., tools, training, staffing).
• Assist in Capacity Monitoring (e.g., seasonal support demands, project-based workloads).

Technical & Behavioral Competencies

1. Service Now Tool Knowledge

• Excellent knowledge on ServiceNow Tool
• Assist in SNOW Reportings and analysis.

2. Knowledge & Innovation

• Share best practices with agents to standardize support processes.
• Pilot new technologies (e.g., AI chatbots, self-service portals) to improve user experience.
• Stay informed about industry trends and recommend adoption.

3. Mentorship & Culture Building

• Mentor IT Service Desk team.
• Promote a culture of collaboration and continuous learning within the broader IT department.
• Represent the service desk in company-wide initiatives (e.g., employee onboarding, digital transformation).

Specific Qualifications

ITIL V4 Certified