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Service Desk Lead

Summary

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10513292
Position Id: 73176-12895-1784649810
Posted 5 hours ago

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Basic Job Description (JD) – Service Desk Lead

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