Team Lead - Service Desk

📋 Description

• Ensure SLAs and performance targets are met.
• Manage day-to-day activities of Level I & II support teams.
• Lead shift turnover meetings and QMS ticket reviews.
• Coach staff and support development via training and appraisals.
• Enforce ITIL processes: change control and configuration management.
• Act as escalation point for major incidents and communicate status.

🎯 Requirements

• ITIL knowledge and practice in client support.
• Excellent Microsoft Server skills and troubleshooting.
• Experience with server management and call management systems.
• Strong customer service and communication skills.
• Ability to manage call levels and multi-task under pressure.
• Ability to document processes clearly; leadership and coaching.