1. Team Leadership & Development
· Lead, coach, and develop a high-performing Service Desk team, fostering accountability, empathy, and continuous improvement.
· Hold regular 1:1s, team meetings, and skills assessments to keep the team engaged and supported.
· Set clear expectations and KPIs, celebrate wins and address performance gaps constructively.
· Manage team workloads using a structured approach in facilitating the clearance of ticket backlogs and problem resolutions.
· Act as a mentor and role model, promoting knowledge sharing and professional development.
2. Customer-Centric Service Delivery
· Champion a customer-first mindset in every interaction.
· Gather and act on feedback from users and stakeholders to improve service.
· Track ticket trends and CSAT scores to identify opportunities.
· Lead communications during major incidents and service issues.
3. Service Desk Operations
· Oversee daily Service Desk operations to meet SLAs.
· Keep workflows, documentation, and escalation paths clear and current.
· Ensure efficient use of tools, including the ticketing system and knowledge base.
· Work closely with IT and business teams to maintain service continuity.
4. Continuous Improvement & Strategy
· Identify opportunities to streamline processes and introduce automation or self-service.
· Work with IT leadership to shape the Service Desk strategy in line with company growth and user needs.
· Track service performance metrics and report regularly on team performance, incident volumes, trends, and customer feedback.
· Proven experience managing or leading an IT Service Desk or similar support-focused team.
· Strong people management skills with a demonstrated ability to build trust.
· Excellent communication and interpersonal skills, with a passion for great customer service.
· Familiarity with ITSM tools and frameworks (e.g., ITIL, JIRA).
· Analytical mindset with the ability to make data-driven decisions.
· Comfortable working in a fast-paced, changing environment.
Preferred
· ITIL certification or equivalent experience in IT service management.
· Experience managing multi-site or hybrid teams.