We are seeking a dynamic Service Desk Tech Lead to oversee the daily operations of our service desk team. In this pivotal role, you will ensure timely and effective resolution of IT-related issues, combining your hands-on technical expertise with leadership responsibilities. You will guide your team in delivering high-quality support services, driving continuous improvement initiatives, and aligning with our company's strategic objectives.

Key Responsibilities

Team Leadership & Supervision

• Lead and mentor a team of service desk technicians, offering guidance on technical issues to foster professional growth.
• Oversee daily operations of the service desk, ensuring adherence to SLAs for response and resolution times.
• Act as an escalation point for complex technical issues, providing advanced troubleshooting support.
• Conduct regular performance reviews, monitor team metrics, and deliver feedback for continuous improvement.

Technical Expertise

• Provide hands-on support for critical incidents, ensuring efficient problem resolution.
• Troubleshoot and resolve hardware, software, network, and system issues escalated from Level 1 and Level 2 technicians.
• Collaborate with other IT teams (network, infrastructure, applications) to resolve multi-tiered technical issues effectively.

Service Desk Operations

• Ensure service desk processes and procedures are adhered to, driving alignment with ITIL (Information Technology Infrastructure Library) best practices.
• Analyze and report on service desk performance using metrics such as ticket volume, resolution times, and user satisfaction.
• Manage and prioritize incoming service desk requests, incidents, and escalations according to business-critical priorities.

Customer Service & Communication

• Deliver exceptional customer service by ensuring prompt, courteous, and effective communication with users.
• Manage stakeholder expectations, providing regular updates for ongoing issues or projects.
• Develop and deliver end-user training and support documentation as necessary.

Qualifications

Education & Certifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft) are a plus.

Experience

• 5+ years of experience in IT service desk or technical support roles.
• Proven leadership experience, ideally within a service desk or technical support environment.
• Hands-on experience with IT service management tools such as ServiceNow, BMC Remedy, or similar.
• Strong technical knowledge of IT systems, hardware, and software, including Windows, macOS, networking, and cloud services.

Skills

• Excellent troubleshooting and problem-solving abilities across various IT systems and environments.
• Strong organizational and multitasking skills, capable of managing multiple priorities effectively.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Proven ability to lead, motivate, and develop a technical support team.

Other

• Ability to thrive in a fast-paced, dynamic environment.
• Availability for on-call rotation or after-hours support as needed.

Why Join Us?

As a Service Desk Tech Lead, you will play a critical role in ensuring our IT services are delivered effectively, helping us maintain a high level of customer satisfaction. If you are passionate about leading a team and driving continuous improvement in IT service delivery, we encourage you to apply.