ABL - Service Desk Lead – IT Support & Operations

Position Objective

Lead, develop, and manage the Technical Support team, ensuring the proper operation of the Service Desk, compliance with SLA/OLA/KPI´s agreements, continuous process improvement, and a positive end‑user experience aligned with business objectives

• Lead, motivate, and develop the Technical Support Analysts team (Level 1).
• Monitor performance through continuous feedback, coaching, and individual development plans.
• Coordinate onboarding processes, technical training, and soft‑skills development.
• Foster a collaborative, inclusive, and results‑oriented work environment.
• Manage workloads, roles, schedules, and operational coverage.

Operational and Service Management

• Oversee incident and request handling through the ticketing system (e.g., ServiceNow, Genesys)
• Ensure compliance with key metrics (SLA, CSAT, KPIs).
• Escalate and manage critical or recurring ...