Service Desk Lead 68939

About the Role

Join a high-performing Global Service Desk team that serves as the first point of contact for IT support across a diverse customer base worldwide. The team is dedicated to delivering exceptional end-user experiences through effective incident resolution, proactive communication, and continuous service improvement. Working in a fast-paced 24x7 environment, you will collaborate closely with Infrastructure, Network, Cloud, Application, and End User Computing teams to ensure seamless IT operations while fostering a culture of accountability, teamwork, and customer excellence.

What You'll Be Doing

• Lead day-to-day Service Desk operations across multiple support channels, including phone, chat, email, and self-service portals, supporting global customers
• Monitor ticket queues, ensure compliance with SLAs and OLAs, manage major incident communications, and drive timely issue resolution
• Coach and develop Service Desk Analysts, conduct ticket quality reviews, oversee shift scheduling and resource allocation, and ensure adherence to knowledge management and operational procedures
• Analyze KPI dashboards, prepare customer and leadership reports, and drive continuous service improvement initiatives focused on enhancing service quality, operational efficiency, and customer satisfaction

Requirements

• 10+ years of experience in IT Service Desk, Technical Support, or End User Support environments
• 3 to 5 years of experience leading or supervising Service Desk teams
• Proven experience managing global or distributed 24x7 support operations
• Strong leadership skills with expertise in coaching, mentoring, stakeholder management, and conflict resolution
• Hands-on experience with ServiceNow or similar ITSM platforms, including reporting and dashboard creation
• Knowledge of ITIL frameworks and Incident, Request, Problem, and Change Management processes
• Technical expertise in Microsoft 365, Active Directory/Azure AD, Windows operating systems, remote support tools, and basic networking concepts
• Strong understanding of Service Desk performance metrics, including SLA Compliance, First Call Resolution (FCR), Mean Time to Resolve (MTTR), Customer Satisfaction (CSAT), Ticket Reopen Rate, Backlog Aging, Agent Utilization, Quality Audit Scores, and Knowledge Management effectiveness
• Experience driving Continuous Service Improvement (CSI) initiatives and operational excellence
• Excellent verbal and written communication skills with a strong customer-focused mindset

Benefits

• Industry-leading benefits, support, and services that look after your holistic health and wellbeing
• Flexible arrangements that work for you (role and location dependent)
• Autonomy, freedom, and ownership as you work alongside talented people