Service Desk Lead

We are seeking a skilled Service Desk Lead to oversee our service desk operations and ensure the delivery of high-quality IT support services. The ideal candidate will have a strong background in IT service management, particularly with ServiceNow and ITIL frameworks. As a Service Desk Lead, you will be responsible for managing a team of service desk analysts, ensuring that all incidents and requests are handled efficiently and effectively, in accordance with established SLAs. Key Responsibilities: - Lead and mentor the service desk team, providing guidance and support to ensure optimal performance. - Oversee ticket management processes, ensuring timely resolution of incidents and requests. - Implement and maintain SLA governance to ensure compliance with service delivery standards. - Utilize ServiceNow for tracking and reporting on service desk metrics and performance. - Collaborate with other IT teams to resolve complex issues and improve service delivery. - Conduct regular reporting on service desk performance, identifying areas for improvement and implementing necessary changes. - Stay updated on the latest technologies and best practices in IT service management. Required Skills: - Strong knowledge of ServiceNow and ITIL principles. - Experience in SLA governance and ticket management. - Proficiency in reporting and data analysis. - Familiarity with Windows Server and M365 environments. - Experience with Jira for project management and issue tracking. - Excellent communication and leadership skills. If you are a proactive leader with a passion for delivering exceptional IT support services, we encourage you to apply for this exciting opportunity.