Service Desk Team Lead

Description:

Responsibilities:

Lead and supervise daily operations of the service desk team Monitor ticket queues and ensure incidents and service requests are resolved within SLAs Act as an escalation point for complex or high-priority technical issues Provide coaching, mentoring, and performance feedback to team members Conduct team meetings, training sessions, and onboarding for new staff Analyze service desk metrics (e.g., response time, resolution time, customer satisfaction) and implement improvements Ensure adherence to IT service management (ITSM) processes and best practices Coordinate with other IT teams (infrastructure, applications, security) to resolve issues Assist with major incident management and communication to stakeholders Maintain and improve knowledge base documentation and standard operating procedures Support scheduling, staffing, and workload balancing

Requirements:

Minimum Requirements:

Bachelors Degree and 4-7 years of experience •position subject to CSWF requirements•