Service Desk Team Lead

Key Responsibilities: Lead, mentor, and manage the IT Support / Service Desk team to ensure high performance and operational efficiency. Manage team schedules, task allocation, workload distribution, and daily support activities. Act as the primary escalation point for critical and complex technical incidents. Ensure timely incident resolution, effective communication, and a high level of customer satisfaction. Monitor service desk operations and ensure compliance with Incident, Change, and Problem Management processes. Maintain accurate ticket documentation, escalation records, and operational reports. Required Skills & Experience: 5–8 years of experience in IT Support, Technical Support, or Service Desk environments. Proven experience in leading or managing an IT Support / Service Desk team. Strong experience in technical troubleshooting and problem resolution. Advanced knowledge of computer hardware, software, operating systems, and networking concepts. Hands-on experience with Windows, Linux and/or Mac OS environments. Good knowledge of Microsoft Office / Microsoft 365 applications. Experience with ITSM tools and ticketing systems, such as ServiceNow or similar platforms. Strong understanding of Incident, Change, and Problem Management processes. Excellent problem-solving, analytical, communication, and stakeholder-management skills. Ability to manage escalations and handle challenging customer situations professionally. ITIL Foundation certification is preferred. Additional certifications such as CCNA, MCSE, ITIL Practitioner, or other relevant IT support certifications will be an advantage.