Basic Job Description (JD) – Service Desk Lead

Location-Remote

Job Summary

We are seeking a Service Desk Lead to oversee daily service desk operations, ensure timely resolution of IT support requests, and deliver high-quality customer service. The ideal candidate will lead the service desk team, monitor service performance, manage incident and request fulfillment processes, and drive continuous service improvements.

Key Responsibilities

• Lead and manage the daily operations of the IT Service Desk.
• Supervise, mentor, and support service desk analysts and technicians.
• Monitor service requests and incidents to ensure compliance with Service Level Agreements (SLAs).
• Manage incident, problem, and request fulfillment processes.
• Act as the primary escalation point for complex technical and customer issues.
• Coordinate with infrastructure, application, and vendor teams to resolve incidents.
• Prepare and analyze service desk performance reports and KPIs.
• Identify opportunities to improve service delivery, processes, and customer satisfaction.
• Maintain knowledge base articles, standard operating procedures (SOPs), and documentation.
• Ensure adherence to ITIL best practices and organizational policies.
• Support shift planning, resource allocation, and team scheduling.

Required Skills

• Strong understanding of IT Service Management (ITSM) and ITIL processes.
• Experience with IT service management tools such as ServiceNow, Jira Service Management, BMC Remedy, or Freshservice.
• Knowledge of Windows, Microsoft 365, Active Directory, networking, and basic infrastructure concepts.
• Strong incident management and troubleshooting skills.
• Experience managing SLAs, KPIs, and service performance metrics.
• Excellent leadership, communication, and customer service skills.
• Ability to prioritize tasks and manage multiple incidents in a fast-paced environment.
• Strong analytical and problem-solving abilities.