Lead, Service Desk

About the role

The Service Desk Team Lead has the responsibility for leading the day-to-day operation of the service desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritization, escalations & resolutions of incidents and requests.

What you'll do

• Leading the day-to-day success of the service desk
• Ensuring knowledge articles are up to date and accurate
• Ensuring coverage at the desk by overseeing scheduling and managing call outs
• Ensuring Proper Response is given for Level I and Level II Service Desk Incidents and Requests where appropriate
• Serve as the point of contact for all Customer Support communications and report to the Project Manager to ensure all concerns are addressed on time

What you need

• 4–7 yrs of experience
• Active Directory
• Office 365
• Windows
• ITIL
• ServiceNow
• iOS
• BCA