IT Service Desk Team Lead
Core
Lead a team of IT help desk engineers, provide technical guidance on complex issues, and deliver outstanding support experiences for clients.
Role type
Senior IC IT Service Desk Team Lead
Builds
High-quality client support outcomes via incident and problem management processes
Domain
IT Service Management (MSP) and Cloud Services
Deliverable
client delivery
Required skills
team leadership, technical troubleshooting, incident management, problem management, SLA management, resource balancing, on-prem/hybrid/cloud environment support
Preferred skills
Microsoft or vendor certifications, proactive process improvement mindset
Technologies
on-prem, hybrid, cloud environments
Responsibilities
Coach, mentor, and motivate a high-performing Service Desk team; Support hiring, onboarding, and ongoing development; Ensure workloads are balanced and resources are used effectively; Ensure SLAs are consistently met; Troubleshoot across on-prem, hybrid, and cloud environments
Seniority
Senior, hands-on IC with team leadership
