ServiceDesk Lead
Management Solutions International MSI
Employment Type: Contract (6+ Months )
Key Responsibilities:
- Lead and manage day-to-day Service Desk operations.
- Manage and support the Service Desk team, including ticket allocation, performance and workload.
- Ensure timely resolution of incidents and service requests within agreed SLA/KPI targets.
- Oversee incident, problem and service request management in line with ITIL/ITSM processes.
- Handle escalations and coordinate with technical teams for major or critical incidents.
- Monitor Service Desk performance and prepare regular SLA/KPI reports.
- Manage communication with users, stakeholders and vendors to ensure high-quality service delivery.
- Identify recurring issues and support RCA and continuous service improvement .
- Ensure proper documentation, knowledge management and adherence to IT service processes.
Requirements:
- 7+ years of experience in IT Service Desk / IT Service Management / Service Delivery .
- Previous experience leading or managing a Service Desk team is mandatory .
- Strong knowledge of ITIL / ITSM processes.
- Experience in Incident, Problem, Change and Request Management.
- Good understanding of SLA/KPI management and service reporting .
- Experience with ServiceNow or other ITSM/ticketing tools .
- Strong communication, stakeholder management and escalation-handling skills.
Vacancy posted 12 hours ago
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