Position Overview
The Global Service Desk Lead will be responsible for overseeing day-to-day operations of the Service Desk across multiple regions. This role requires strong process orientation, people management skills, and the ability to manage rotational shifts, including night shifts. The Lead will ensure seamless service delivery, agent availability, and adherence to SLAs, while fostering collaboration and continuous improvement.
Key Responsibilities
- Shift Management:
- Oversee daily operations of the Service Desk across rotational shifts, including night shifts.
- Ensure smooth handover between shifts and maintain service continuity.
- Take ownership of shift performance and address escalations promptly.
- People Management:
- Manage availability of agents during shifts, ensuring adequate coverage.
- Prepare and maintain rosters to balance workload and optimize resources.
- Motivate, guide, and support team members to achieve performance goals.
- Process Orientation:
- Drive adherence to established ITIL-based processes and best practices.
- Monitor compliance with SLAs and KPIs, ensuring consistent service quality.
- Identify areas for process improvement and implement corrective actions.
- Communication & Collaboration:
- Act as the primary point of contact for stakeholders during shifts.
- Provide clear, timely communication on incidents, escalations, and resolutions.
- Collaborate with cross-functional teams to resolve issues efficiently.
- Technical & Tool Expertise:
- Utilize ServiceNow for incident, request, and change management.
- Generate reports and dashboards to track performance and highlight trends.
- Ensure accurate documentation of processes, incidents, and resolutions.
Qualifications & Skills
- Proven experience in managing IT Service Desk operations in a global environment.
- Strong people management and leadership skills, with experience in rotational and night shifts.
- Excellent communication skills (verbal and written) for stakeholder engagement.
- Hands-on knowledge of ServiceNow or similar ITSM platforms.
- Process-oriented mindset with a focus on continuous improvement.
- Ability to manage rosters, agent availability, and workload distribution effectively.
- Strong problem-solving skills and accountability in decision-making.
Preferred Attributes
- ITIL certification or equivalent knowledge of IT service management frameworks.
- Experience in handling escalations and driving resolution under pressure.
- Ability to balance operational efficiency with team morale and engagement.
