• Oversee the day-to-day operations of the service desk
• Develop and enforce standard operating procedures
• Proficiency in IT service management tools

Duties

• Lead, coach, and manage a team of service desk analysts, including workload allocation, shift planning, and performance development.
• Oversee daily service desk activities such as ticket handling, incident resolution, and service request processing through ITSM platforms.
• Track service performance metrics and implement actions to improve efficiency, response quality, and user satisfaction.
• Handle escalations for complex or high-impact issues and coordinate with Level 2/3 support teams until closure.
• Drive process improvements, maintain documentation, and ensure adherence to internal procedures and service standards.

Requirements

• Must have a diploma or degree in Information Technology, Computer Science, or a related discipline, or equivalent hands-on experience.
• At least 3 years of IT support experience, including a minimum of 1 year in a team lead or supervisory role.
• Proficient in ITSM/ticketing tools (e.g. ServiceNow, Jira, Freshdesk) and have solid knowledge of common operating systems, hardware, and basic networking.
• Strong leadership, communication, and people management skills with the ability to engage both technical and non-technical users.
• Able to work under pressure, prioritize effectively, and handle multiple tasks in a fast-paced support environment.