Service Desk Lead

Job Description: The Service Desk Lead is responsible for the day-to-day operational leadership of the IT Service Desk team, ensuring SLA targets are met, escalations are managed effectively, and analysts are supported, coached, and held accountable to performance standards. This role acts as the bridge between the Service Desk team and IT management, owning team-level metrics, scheduling, quality, and process governance while remaining hands-on for critical incidents. Key Responsibilities:

• Supervise the Service Desk team, including task allocation, shift/roster scheduling, coverage planning, attendance/leave management, and shift swaps.
• Conduct coaching, identify skill gaps, coordinate training and onboarding plans, and handle first-line people issues.
• Own overall team performance against SLAs (FCR, ART, CSAT, backlog, response/abandonment rates), monitoring queues in real time and reallocating resources during volume spikes or shortages.
• Act as incident commander for major incidents (P1/P2), driving communication, coordinating with Level 2/3 and vendors, and ensuring post-incident reviews are completed.