Tech Lead - Service Desk N 4C
Core
Supervising and coordinating service desk technicians to manage operations, resolve escalated technical issues, and enforce service standards.
Role type
Service Desk Team Lead
Builds
IT service delivery and operational efficiency
Domain
IT Service Management (ITSM)
Deliverable
client delivery
Required skills
IT Service Management (ITSM), People Leadership, Risk Management, Service Integration and Management (SIAM), Agile Methodology, IT Consulting Services
Preferred skills
Design Thinking, Executive Presence, Storytelling, Inclusion, Personal Effectiveness
Technologies
Collaboration Tools
Responsibilities
Supervising and coordinating service desk technicians, Resolving complex technical issues escalated by team members, Monitoring service desk performance and identifying areas for improvement, Training and developing service desk technicians, Defining and tracking service desk KPIs and metrics, Collaborating with other IT teams to ensure seamless service delivery
Seniority
Individual Contributor, supervisory level
