IT Service Desk Lead

Job description

The IT Service Desk Lead is responsible for managing the service desk operations, ensuring the team delivers exceptional technical support and customer service. This role focuses on managing the ticketing system, driving process improvements, and mentoring the team to uphold service excellence. The ideal candidate will have a strong technical background, excellent communication skills, and proven leadership capabilities.

Responsibilities

• Manage the ticketing system (e.g., Jira), ensuring ticket hygiene, SLA adherence, and efficient incident logging and resolution.
• Act as the first escalation point for complex technical issues reported to the Service Desk.
• Lead the IT service desk team to provide high-quality support to end-users, ensuring operational excellence.
• Diagnose and troubleshoot advanced issues related to hardware, software, and network systems.
• Promote knowledge-sharing and team collaboration to resolve technical issues effectively.

• Mentor and train team members, fostering a collaborative and knowledge-driven environment.
• Lead team discussions to identify areas of improvement and implement best practices.
• Inspire a customer-first approach and ensure clear communication across all levels.

• Continuously review and improve service desk processes to align with ITIL Service Management principles.
• Collaborate with IT teams and stakeholders to ensure seamless IT service delivery.
• Provide regular performance updates and insights to senior leadership.

• Oversee the use and optimization of tools like Microsoft 365 (Azure, Intune, Exchange, SharePoint, Teams) and JAMF.
• Stay updated on industry trends and incorporate advancements in IT support technologies into operations.
• Ensure all service desk tools and technologies are efficient and user-friendly.

Key Qualifications

• Minimum Experience: 8+ years in IT Support, including hardware support, vendor management, and inventory management.

• Proven experience delivering ITIL Service Desk Objectives in a service management capacity.

• Advanced expertise in Microsoft 365 Suite (Azure, Intune, Exchange, SharePoint, Teams) and JAMF.

• Strong knowledge of ITSM tools (e.g., Jira, ServiceNow) and remote support technologies.

1. Skills & Competencies:

   • Strong troubleshooting and problem-solving skills, with a solution-driven approach.

   • Exceptional verbal and written communication skills.

   • Ability to lead, inspire, and mentor a remote team effectively.

   • Proficient in communicating technical concepts clearly to non-technical audiences, including senior leadership.

2. Educational Qualifications:

   • Bachelor’s degree in Information Technology, Computer Science, or a related field.

   • ITIL certification or equivalent experience is highly desirable.

Benefits

• Medical Insurance for employees, spouse, children
• Accidental Life Insurance 
• Provident Fund
• Paid vacation time
• Paid Holidays
• Employee Referral Bonuses
• Reimbursement for high-speed Internet at home
• One-month free stay (for employees moving from other cities)
• Tax-Free benefits
• Other Bonuses as determined by management from time to time