Service Desk Team Leader
Core
Lead and manage a Service Desk team to deliver technical support, resolve incidents, and ensure SLA/KPI compliance.
Role type
Service Desk Team Leader
Builds
Client incident resolution and support services
Domain
IT Service Management
Deliverable
client delivery
Required skills
team leadership, incident management, SLA monitoring, root cause analysis, performance review, technical problem solving, mentorship
Responsibilities
Lead and manage the Service Desk team, support L1 and L2 agents, monitor ticket queues and ensure SLAs are met, act as an escalation point for complex issues, identify root causes of problems, conduct regular performance reviews
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