IT Service Desk Team Lead

Sonora Quest Laboratories is seeking a PSD Team Lead to guide a technical support team delivering high-quality software and IT services. You will coordinate daily operations, oversee incident and request handling, and ensure timely resolution of complex technical issues. Partner with cross-functional teams to improve processes, implement best practices, and support key projects. Mentor and develop team members, track performance metrics, and promote a collaborative, innovative culture. This role offers growth opportunities, exposure to cutting-edge solutions, and the chance to shape service excellence for diverse business clients.

Responsibilities

• Lead and mentor a team of technical support analysts to meet service and quality goals.
• Oversee daily service desk operations, ensuring timely resolution of incidents and requests.
• Coordinate escalation and resolution of complex technical issues with cross-functional teams.
• Monitor and report on performance metrics, SLAs, and service quality indicators.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Support rollout of new software solutions and changes impacting end users.
• Develop team skills through coaching, feedback, and training opportunities.
• Foster a collaborative, customer-focused culture aligned with company values.

Required Skills

• Technical support leadership
• IT service management (ITSM)
• Incident and problem management
• Service desk operations
• Ticketing systems (e.g., Service
• Now, Jira)
• Software troubleshooting
• Performance metrics and reporting
• Process improvement
• Customer service and communication
• Team coaching and mentoring