IT Service Desk Team Leader
Description
Job Description:
Lead and supervise the IT Service Desk team to ensure effective day-to-day operations and timely resolution of IT-related issues.
Lead and direct a small team comprising Service Desk, IT Support, IT Admin, and IT Asset personnel in carrying out daily IT service operations.
Monitor service desk performance, ticket handling, and SLA compliance to ensure service quality and customer satisfaction.
Oversee incident management, service requests, and escalations in accordance with established procedures.
Provide guidance and technical support to team members in troubleshooting hardware, software, network, and system-related issues.
Analyze service desk reports, identify recurring issues, and recommend improvements to service delivery.
Ensure proper documentation of incidents, service requests, troubleshooting procedures, and knowledge base articles.
Coordinate with other IT teams and relevant stakeholders to resolve escalated issues.
Manage team schedules, workload distribution, and performance monitoring.
Identify opportunities to improve service desk processes, operational efficiency, and user experience.
Qualifications:
Minimum Diploma (D3) or Bachelor's degree (S1) in Information Technology, Computer Science, or a related field.
Minimum 2–3 years of experience in IT Service Desk or IT Support, including experience leading or supervising a team.
Strong understanding of IT service management processes, including incident management, problem management, and service request management.
Familiarity with IT ticketing systems and IT monitoring tools.
Good understanding of ITIL principles and SLA management.
Knowledge of hardware, software, operating systems, and basic network troubleshooting.
Strong leadership, communication, problem-solving, and decision-making skills.
Good interpersonal skills with the ability to coordinate effectively with users and cross-functional IT teams.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Preferred Qualifications:
ITIL Foundation certification is an advantage.
Experience preparing service desk performance reports and analyzing KPIs.
Experience managing escalations and handling service desk operations in a corporate environment.