Job Description

Service Desk Lead – Job Description

  • Lead and manage day-to-day service desk operations
  • Supervise, coach, and support service desk analysts
  • Ensure incidents and requests are resolved within SLA targets
  • Act as escalation point for complex or critical issues
  • Monitor ticket queues, workload, and performance metrics
  • Coordinate with other IT teams and vendors for issue resolution
  • Maintain service desk processes, documentation, and knowledge base
  • Drive continuous improvement and customer satisfaction

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