Service Desk Lead

Job Description

Job Summary: We are seeking an experienced and organized Service Desk Lead to oversee daily operations of the IT service desk. The ideal candidate will have a strong blend of technical proficiency, people management skills, and customer service expertise. You will lead incident resolution efforts, manage ticket workflows, and serve as the central point of contact between end users, vendors, and internal support teams. Key Responsibilities: Monitor the ticketing system; ensure timely resolution of service requests and incidents. Coordinate with internal teams via calls and chat to resolve issues end-to-end. Appropriately assign tickets to relevant teams with comprehensive log notes. Liaise with vendors to track issues and corrective actions. Respond to client requests across calls, emails, and chats with professionalism and urgency. Escalate recurring technical issues to higher management with documented patterns. Take full ownership of user issues and work toward resolution and satisfaction. Identify and raise risks related to hardware faults or urgent replacement needs. Ensure accurate preparation, documentation, and maintenance of service desk data. Participate in process improvements, reporting, and knowledge base documentation. Key Competencies & Skills: Effective Communication: Strong verbal and written skills to convey information clearly and professionally. Multitasking: Ability to manage multiple tasks such as incident resolution, escalations, and reporting simultaneously. Problem-Solving: Swift identification and resolution of service issues to ensure end-user satisfaction. Time Management: Prioritize workloads effectively to meet SLAs and internal deadlines. Conflict Resolution: Resolve user concerns and inter-team conflicts in a calm and productive manner. Technical Proficiency: Familiarity with phone systems and MS Office tools (Excel, Outlook, PowerPoint). Organizational Skills: Efficient management of documentation, scheduling, and reporting duties. Desirable Traits: Proactive mindset with attention to detail. Strong leadership and team coordination abilities. Customer-focused approach with a drive for continuous service improvement. ITIL Certification