IT Service Desk Team Leader
Core
Lead the day-to-day operation of the IT Service Desk, ensuring efficient resolution of incidents and service requests while driving continuous improvement in processes and team performance.
Role type
IT Service Desk Team Leader
Builds
IT Operations team capabilities and service delivery quality
Domain
IT Operations / End-User Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Incident management, ITSM process ownership, IT asset lifecycle management, performance metrics analysis, team coaching and training, knowledge base maintenance, end-user feedback analysis, automation and self-service implementation, cross-functional collaboration
Preferred skills
People leadership, documentation discipline, service quality commitment
Technologies
ServiceNow, Microsoft 365, Windows, endpoint management tools, identity/access management tools
Responsibilities
Lead the IT Service Desk team to handle incidents and requests efficiently; Monitor ticketing systems for logging, tracking, prioritization, and SLA compliance; Own the incident management process and escalation procedures; Manage the IT asset lifecycle from procurement to decommissioning; Track and analyze service desk performance metrics to improve response times and user satisfaction; Coach and train team members on technologies and best practices; Maintain and improve the knowledge base; Monitor end-user feedback and act on findings; Promote continuous improvement through automation and self-service; Facilitate communication between the Service Desk, other IT teams, and business units
Seniority
Mid-Senior, hands-on IC with leadership responsibilities
