Service Desk Lead
Core
Oversee day-to-day Service Desk operations for a global user base, ensuring high-quality support delivery, effective ticket management, and continuous improvement of support services.
Role type
Service Desk Lead (hands-on IC with team leadership)
Builds
IT support services for global users across multiple time zones
Domain
IT Infrastructure & Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work -> infrastructure (IT support services)
Required skills
technical troubleshooting, ITSM tool management (ServiceNow), ITIL process adherence, team leadership and mentoring, incident and request management, SLA monitoring, knowledge base creation, process improvement, reporting on operational metrics
Preferred skills
senior analyst or supervisory support experience, Windows environment support, Microsoft 365 support, endpoint device support, remote support tool usage
Technologies
ServiceNow, Windows, Microsoft 365
Responsibilities
Lead day-to-day Service Desk operations supporting global users; Monitor ticket queues and ensure incidents and service requests are managed within agreed SLAs; Act as the primary escalation point for complex or high-priority support issues; Provide guidance, mentoring, and day-to-day support to Service Desk Agents; Manage and resolve incidents related to hardware, software, access management, and end-user technologies; Track and report on operational metrics including SLA performance, ticket trends, backlog, and customer satisfaction
Seniority
Mid-Senior, hands-on IC with leadership responsibilities
