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, and maintaining service level agreements (SLAs). You will also be tasked with reporting on service desk performance metrics and identifying areas for improvement. Key responsibilities include leading the service desk team, managing ticket management processes, ensuring SLA governance, and collaborating with other IT teams to resolve complex issues. The successful candidate will possess excellent communication skills, a strong understanding of IT infrastructure, and experience with tools such as Jira and M365. If you are passionate about delivering exceptional IT support and have the leadership skills to drive a team towards success, we encourage you to apply.