Service Desk Team Leader

​We are seeking a candidate who can


Lead high-performing Service Desk teams in a fast-paced 24x7 environment, driving operational excellence, ITIL best practices, and exceptional customer experiences. Ensure reliable IT support services by meeting SLAs, optimizing service performance, and fostering a culture of continuous improvement.



Key Responsibilities:

-Lead, mentor, and develop a team of Service Desk Analysts.

-Drive SLA, KPI, and customer satisfaction targets.

-Oversee incident, request, escalation, and ticket queue management.

-Ensure compliance with ITIL service management processes.

-Monitor workforce utilization, scheduling, attendance, and performance.

-Conduct coaching, performance reviews, and team development sessions.

-Perform root cause analysis and implement process improvements.

-=Prepare operational reports, dashboards, and governance presentations.

-Collaborate with clients and cross-functional teams to enhance service delivery.

-Champion operational excellence and continuous service improvement.



Ready to lead, inspire, and deliver exceptional service? Submit your application below via email today and


Join a team that powers business success through technology.