Service Desk Team Lead

Job Summary

A company is looking for a Service Desk Team Lead to oversee daily service delivery operations and manage team performance.

Key Responsibilities

• Supervise and motivate team members while acting as the primary contact for escalations and support
• Implement training and coaching programs to enhance team performance and adherence to policies
• Monitor client incident resolution and ensure service level agreements are met

Required Qualifications

• Minimum of 1 year of experience as a service desk agent
• Demonstrable knowledge of company policies and processes
• Must not be under any Performance Improvement Plans for at least 30 days
• Good attendance record
• High school diploma or equivalent