IT Service Desk Team Lead

Job Description
We are seeking a dedicated and experienced IT Service Desk Team Lead to oversee and manage our IT Service Desk team. The ideal candidate will possess technical expertise, leadership skills, and a commitment to providing exceptional customer service. This role involves ensuring efficient technical support, maintaining desktop systems, and equipping end-users with the tools they need to be productive.

Key Responsibilities

• Lead and manage the IT Service Desk Team, including recruitment, training, and performance management.
• Provide guidance, coaching, and mentorship to team members while fostering a collaborative, customer-focused culture.
• Drive change management initiatives, including the implementation of new technologies and their impact on people, processes, and systems.
• Act as an escalation point for complex technical issues and provide hands-on support when needed.
• Manage service requests and incidents through Jira Service Management and other omnichannel customer service tools.
• Oversee the provisioning, deployment, and maintenance of desktops, laptops, and peripherals, ensuring systems are updated and compliant with security policies.
• Monitor software licenses and hardware inventory while resolving technical issues related to desktops, software, and connectivity.
• Collaborate with cross-functional teams and vendors to address complex problems and implement effective troubleshooting procedures.
• Develop training materials and conduct sessions for end-users on best practices and software usage.
• Promote self-service solutions and maintain user documentation and knowledge base articles.
• Work with the SecOps team to implement and maintain security measures and support security awareness initiatives.
• Stay updated on industry trends and recommend hardware and software solutions to enhance productivity and efficiency.
• Plan and execute technology upgrades while ensuring a positive customer service experience and addressing end-user feedback.

Qualifications and Experience

• Proven leadership and team management skills.
• A minimum of 5 years of experience in customer support or service roles, including positions such as support agent, supervisor, or manager.
• Familiarity with support metrics and data analysis to drive improvements.
• Strong technical knowledge of desktop operating systems (e.g., Windows, macOS), hardware, and software.
• Excellent problem-solving, decision-making, communication, and interpersonal skills.
• Experience with IT service management (ITSM) tools and processes.
• Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician, or customer service certifications are advantageous.