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 service level agreements (SLAs) are met, and implementing best practices for ticket management and reporting. Key Responsibilities: - Lead and manage the service desk team, providing guidance and support to ensure effective ticket resolution. - Oversee the implementation and adherence to SLA governance, ensuring that all service requests are handled within agreed timelines. - Utilize ServiceNow for ticket management, ensuring accurate tracking and reporting of incidents and service requests. - Develop and maintain reporting metrics to assess team performance and identify areas for improvement. - Collaborate with other IT teams to ensure seamless service delivery and resolution of complex issues. - Conduct regular training sessions for team members to enhance their skills and knowledge in IT service management. Required Skills: - Strong experience with ServiceNow and ITIL methodologies. - Proven track record in service desk operations and team leadership. - Excellent communication and interpersonal skills. - Ability to analyze data and generate insightful reports. - Strong problem-solving skills and attention to detail. If you are a proactive leader with a passion for delivering exceptional IT support services, we encourage you to apply for this exciting opportunity.