IT Service Desk Team Leader

Job Description:

• Lead and supervise the IT Service Desk team to ensure effective day-to-day operations and timely resolution of IT-related issues.

• Lead and direct a small team comprising Service Desk, IT Support, IT Admin, and IT Asset personnel in carrying out daily IT service operations.

• Monitor service desk performance, ticket handling, and SLA compliance to ensure service quality and customer satisfaction.

• Oversee incident management, service requests, and escalations in accordance with established procedures.

• Provide guidance and technical support to team members in troubleshooting hardware, software, network, and system-related issues.

• Analyze service desk reports, identify recurring issues, and recommend improvements to service delivery.

• Ensure proper documentation of incidents, service requests, troubleshooting procedures, and knowledge base articles.

• Coordinate with other IT teams and relevant stakeholders to resolve escalated issues.

• Manage team schedules, workload distribution, and performance monitoring.

• Identify opportunities to improve service desk processes, operational efficiency, and user experience.

Qualifications:

• Minimum Diploma (D3) or Bachelor's degree (S1) in Information Technology, Computer Science, or a related field.

• Minimum 2–3 years of experience in IT Service Desk or IT Support, including experience leading or supervising a team.

• Strong understanding of IT service management processes, including incident management, problem management, and service request management.

• Familiarity with IT ticketing systems and IT monitoring tools.

• Good understanding of ITIL principles and SLA management.

• Knowledge of hardware, software, operating systems, and basic network troubleshooting.

• Strong leadership, communication, problem-solving, and decision-making skills.

• Good interpersonal skills with the ability to coordinate effectively with users and cross-functional IT teams.

• Ability to manage multiple priorities and work effectively in a fast-paced environment.

Preferred Qualifications:

ITIL Foundation certification is an advantage.

Experience preparing service desk performance reports and analyzing KPIs.

Experience managing escalations and handling service desk operations in a corporate environment.