We are seeking a highly motivated and experienced Service Desk Delivery Lead to oversee the day-to-day operations of our IT Service Desk. This role requires a proactive leader who can manage a team of service desk analysts, ensure efficient service delivery, and drive continuous improvement to align IT support with business goals and customer satisfaction metrics.
Key Responsibilities:Lead the service desk team to provide effective first-line support for incidents, service requests, and user inquiries.
Ensure adherence to defined SLAs, KPIs, and ITIL best practices.
Act as the primary escalation point for complex or critical technical issues.
Coordinate with internal teams, client leads, and managers for timely issue resolution.
Monitor service desk performance metrics and generate regular reports for leadership.
Drive continual service improvement (CSI) initiatives and maintain the knowledge base.
Oversee onboarding and training of new service desk staff.
Maintain clear and effective communication with stakeholders and end-users.
Support ITIL-aligned processes including Incident, Request, Problem, and Change Management.
Champion and support client-led GenAI initiatives within the service delivery scope.
Qualifications & Experience:Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
Minimum of 8 years of IT support experience, with at least 2 years in a leadership or supervisory capacity.
Strong understanding of the ITIL framework and service management best practices.
Excellent leadership, communication, and customer service skills.
Hands-on experience with ITSM tools such as ServiceNow, Jira, or equivalent platforms.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Preferred Qualifications:ITIL v4 Foundation certification (or higher).
Experience in managing global or multi-site service desk operations.
Familiarity with remote desktop tools, Active Directory, Microsoft 365, and enterprise ticketing systems.