Team Lead- Service Desk
Core
Leading and mentoring a Service Desk team to deliver high-quality ICT support and manage daily frontline operations.
Role type
Service Desk Team Lead
Builds
High-performing support team and stable ICT service delivery
Domain
Federal Government / IT Service Management
Required skills
Team leadership and mentoring, ITIL framework expertise, Incident/Problem/Change management, Queue and workforce planning, SLA performance management, Stakeholder engagement, Enterprise technology administration (M365, AD/Entra, Windows, ServiceNow)
Preferred skills
Experience in government or enterprise environments, Coaching and development skills
Technologies
M365, AD/Entra, Windows 10/11, ServiceNow, Remote support tools
Responsibilities
Leading and mentoring Service Desk analysts, Managing daily operations including queue management and escalations, Driving continuous improvement in processes and documentation, Acting as an escalation point for complex incidents, Supporting change and problem management, Ensuring compliance with security and governance frameworks
Seniority
Mid-Senior, hands-on IC with leadership responsibilities
