Service Desk Lead

Job Description

• Team Leadership & Management
• Lead and manage command Center & helpdesk staff, including hiring, training, and performance evaluations
• Set and monitor customer service standards and KPIs
• Schedule shifts and ensure adequate coverage
• Technical Support Oversight
• Ensure timely and accurate resolution of technical issues
• Act as an escalation point for complex or critical incidents
• Maintain high levels of customer satisfaction
• Process & System Improvement
• Develop and implement Command Center, helpdesk policies, procedures, and best practices
• Monitor helpdesk metrics and generate daily/weekly/monthly performance reports
• Recommend and implement improvements to enhance efficiency
• Collaboration & Communication
• Liaise with other IT teams (e.g., infrastructure, application support) to resolve cross-functional issues
• Provide feedback to internal teams such as product development or service delivery
• Communicate technical information clearly to non-technical users
• Required Qualifications
• 8-10 years of experience in IT support/helpdesk roles, with at least 12 years in a supervisory capacity
• Strong technical background in hardware, software, and networking
• Experience with Command Center & helpdesk software (e.g., ServiceNow, Genesys Cloud, SolarWinds)