Service Desk Team Lead

Job Summary

The IT Service Desk Lead is responsible for overseeing the daily operations of the IT service desk, ensuring timely and effective resolution of technical issues across the organization. This role combines hands-on technical support with team leadership, process improvement, and service-level management. The ideal candidate will drive high-quality customer service, mentor junior staff, and maintain operational excellence in a fast-paced environment.

Job Description

• Manage the day-to-day operations of the IT service desk, including ticket triage, assignment, escalation, and resolution
• Ensure all incidents and service requests are logged, tracked, and resolved within established SLAs
• Monitor service desk performance metrics (first-response time, resolution time, customer satisfaction) and drive continuous improvement
• Maintain and update the knowledge base with troubleshooting guides, FAQs, and known issues
• Supervise, mentor, and coach a team of 3–8 Service Desk Analysts and Technicians
• Oversee shift scheduling and workload balancing to ensure adequate coverage during business hours and on-call rotations
• Foster a positive, customer-first team culture focused on collaboration and professional growth
• Serve as the highest escalation point for complex technical issues
• Participate in root cause analysis for recurring issues and recommend permanent solutions
• Develop, document, and enforce service desk policies, procedures, and best
• Identify automation opportunities to improve efficiency and reduce manual effort
• Collaborate with infrastructure, security, and application teams to improve end-user technology experiences
• Other duties assigned by Supervisor or HOD.

Job Requirements

• 5+ years of experience in IT support, with at least 2 years in a leadership or supervisory role
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Strong knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, and Entra ID (Azure AD)
• Experience with service desk platforms (e.g., iTop, Jira Service Management, Zendesk, Freshservice)
• Familiarity with remote support tools (Anydesk, Teamviewer and etc.,)
• Proactive, Responsive, willingness to work overtime including weekends
• Honestly, Efficiency, Achieve, Teamwork
• Conduct knowledge transfer, mentoring and identify the successor.

Allowance & Benefits

• Sat and Sun Off
• Ferry Provide
• Annual Bonus
• Promotion Opportunities