IT Service Desk Team Leader

Reporting To: Operations Manager

Number of Direct Reports: Ranging 10-15 SD L1 Agents and SMEs

Main purpose of the Role: The IT Service Desk Operations Team Leader is responsible for overseeing the daily operations of the IT service desk team, ensuring timely and effective resolution of IT support requests, maintaining high customer satisfaction, first level resolution, and coordinating team activities to meet client expectations. In addition to these responsibilities, you will be expected to closely collaborate with both teammates and clients to support, analyze, evaluate, and resolve issues, all with the aim of fostering continuous improvement.

Key Responsibilities

:-Supervise and lead the service desk team, providing guidance, training, and support. Monitor and manage ticket queues to ensure timely resolution of user issues. Escalate complex problems to appropriate technical...