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Job Title: Service Desk Lead
Location: Scottsdale, AZ 85254
Type: Contract
Role Summary
The Service Desk Lead is responsible for managing day-to-day service desk operations and ensuring consistent delivery of high-quality end-user support across phone, chat, email, self-service, and walk-in channels. The role drives SLA compliance, customer experience, operational discipline, team productivity, escalation handling, knowledge management, and continuous service improvement.
Key Responsibilities
Service Desk Operations
- Manage daily Service Desk operations across voice, chat, and self-service support channels, supporting 24/7 operations.
- Ensure incidents and service requests are logged, categorized, prioritized, assigned, and resolved within agreed SLA targets.
- Monitor ticket queues, workload distribution, aging tickets, breached tickets, and backlog trends.
- Drive first-call resolution, reduce repeat contacts, and improve overall user experience.
- Ensure adherence to ITIL processes, standard operating procedures, and client-specific support guidelines.
Team Leadership
- Lead, mentor, and coach Service Desk analysts and engineers to improve technical capability and service behavior.
- Conduct daily huddles, one-on-one discussions, quality feedback sessions, and performance reviews.
- Manage shift schedules, leave planning, roster coverage, and resource allocation.
- Support recruitment, onboarding, knowledge transfer, and readiness tracking for new team members.
- Build a culture of accountability, urgency, collaboration, and customer-first service delivery.
Incident and Major Incident Management
- Act as the first point of operational escalation for high-priority or aged tickets.
- Coordinate with resolver groups during priority incidents and support bridge call operations as required.
- Ensure timely stakeholder communication as needed during major incidents, service interruptions, and escalations.
- Participate in incident reviews, RCA discussions, and action tracking for recurring issues.
Reporting and Governance
- Prepare daily, weekly, and monthly operational reports covering SLA, volume, aging, backlog, quality, and CSAT trends.
- Participate in service reviews, governance meetings, and operational performance discussions.
- Highlight risks, dependencies, staffing constraints, process gaps, and service improvement actions.
- Track operational actions to closure and provide timely status updates to leadership and stakeholders.
Knowledge and Continuous Improvement
- Ensure knowledge articles, SOPs, runbooks, and troubleshooting guides are created, reviewed, and kept current.
- Drive shift-left opportunities by improving knowledge usage, self-service adoption, and automation readiness.
- Identify process optimization opportunities to improve productivity, reduce AHT, and enhance resolution quality.
- Support implementation of virtual agents, chatbots, AI assist, and automation initiatives where applicable.
- Work with cross-functional teams for project coordination.
Required Skills and Experience
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Category
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Requirements
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Technical Skills
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Strong knowledge of Windows OS, Microsoft 365, Active Directory, VPN, Citrix/VDI, Exchange Online, Teams, endpoint support, and basic network troubleshooting.
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ITSM Tools
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Hands-on experience with ServiceNow Ticketing Tool.
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Process Knowledge
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Working knowledge of Incident, Request, Problem, Change, Escalation, and Knowledge Management processes.
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Leadership Skills
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Team management, coaching, escalation handling, decision-making under pressure, stakeholder communication, and service ownership.
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Experience
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6–10 years of IT support experience, including 3–4 years in a Service Desk Lead role supporting enterprise users.
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