IT Service Desk Team Leader
Core
Lead the IT Service Desk team to deliver exceptional support experiences, manage daily operations, and drive service excellence for the organization.
Role type
IT Service Desk Team Leader
Builds
IT Service Desk operations and support processes
Domain
Healthcare IT / IT Service Management
Deliverable
client delivery
Required skills
Team leadership and mentoring, Incident and request management, SLA and service level management, Technical troubleshooting and escalation handling, Training and knowledge sharing, Process improvement and documentation, Microsoft 365 support, Analytical skills for trend analysis, Stakeholder communication
Preferred skills
Experience in high-growth environments, Passion for people development, Hands-on technical support capability
Technologies
Microsoft 365, ITSM platforms
Responsibilities
Lead and oversee daily IT Service Desk operations, Act as escalation point for complex technical issues, Coach and develop team members, Manage team scheduling and rostering, Review and improve Service Desk processes, Analyze service trends to improve user satisfaction
Seniority
Mid-level, hands-on leader
