SERVICE DESK LEAD L1

The Service Desk Lead L1 is responsible for supporting service desk agents in prompt delivery and customer service, managing escalated work orders, and coordinating with other IT teams. The role also involves leading the development of good customer service practices, measuring and reporting on service delivery performance metrics, and communicating process-related changes and technical updates to the team. Additionally, the Service Desk Lead L1 will conduct capacity planning exercises, perform shift planning, and assist SD agents in providing first-line support when workloads are high.

Requirements

• 3-5 years of experience in Service Desk operations
• TIS Service Desk experience
• Strong leadership and team management skills
• Ability to manage and coordinate escalated work orders
• Effective communication and problem-solving skills
• Experience with capacity planning and shift planning
• Ability to develop and implement good customer service practices

Benefits

• Competitive salary
• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance