Service Desk Team Lead

Job Summary

A company is looking for a Service Desk Team Lead.

Key Responsibilities:

• Oversee handling of incidents, service requests, and inquiries through various communication channels
• Monitor and manage the service desk ticket queue to ensure timely resolution and adherence to service level agreements
• Facilitate and coordinate the work activities of the service desk team, ensuring effective and efficient completion of incidents and service requests

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
• A+, Network+, Security+ certifications
• Several years of experience in IT support or related roles, demonstrating specialized expertise in technical processes
• Previous experience in a leadership or mentorship capacity, providing guidance to junior team members
• Familiarity with IT service management frameworks and tools