Service Desk Team Lead

Job Summary

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

Key Responsibilities

• Lead and mentor a team of ICT support staff to deliver high-quality IT support services
• Oversee daily service desk operations, ensuring timely resolution of incidents and service requests
• Act as a primary escalation point for complex technical issues and maintain effective communication with end users

Required Qualifications

• 5+ years of relevant IT support experience in a global environment
• Experience in a Service Desk leadership or senior IT support role
• Tertiary qualifications or accreditation in Service Management methodologies such as ITIL are beneficial
• Familiarity with ITIL frameworks and service management practices
• Industry-recognized certifications such as Microsoft, CompTIA A+, or equivalent are advantageous