Service Desk Team Lead

Minimum Qualifications: Experience: 5-7 years in customer service technology, with Lead experience.
Skills : Strong communication, problem-solving, and organizational skills; ability to manage multiple tasks in high-pressure situations.
Education : High school diploma required; college degree preferred.
Key Responsibilities: Supervise and Manage Team : Oversee the Service Desk team's performance, ensuring timely resolution of Incidents and Service Requests, and adherence to HR and IS policies.
Performance Reviews : Conduct annual and semi-annual performance evaluations for Support Analysts, providing guidance and feedback for improvement.
Incident Management : Monitor and prioritize Incidents, ensuring SLAs are met, quality is maintained, and escalations are handled appropriately.
Customer Satisfaction : Follow up on customer dissatisfaction to identify issues and opportunities for service improvement.
Collaboration & Reporting : Work with the Service Desk Manager to improve team performance, document activities, and generate reports as needed.