Service Desk Specialist – Lead Operations

About the role

We are looking for a highly motivated Service Desk Specialist to lead daily service desk operations and ensure exceptional support for end users. The role combines team leadership, performance monitoring, and continuous service improvement to meet SLA and KPI targets.

Key responsibilities

• Manage and oversee all Service Desk activities, including phone queues, shared mailboxes, chat, and ticket workflows.
• Monitor service performance against SLAs and KPIs such as CSAT, FCR, AHT, backlog, ticket aging, and abandonment rates.
• Lead and allocate work for the Service Desk team, handling shift rosters, attendance, leave planning, and schedule adherence.
• Coordinate escalation management for Sev1 incidents, major outages, and critical business‑impacting issues.
• Conduct floor management, vendor follow‑ups, and problem‑management activities.
• Prepare and present operational reports on a daily, hourly, and monthly basis.
• Drive service‑improvement plans, outage impact analysis, and continuous process optimization.
• Mentor team members, provide coaching, and support employee development.

Required profile

• Strong leadership and decision‑making abilities.
• Excellent communication and stakeholder‑management skills.
• Ability to perform under high pressure in fast‑paced environments.
• Analytical mindset with a focus on problem solving.
• Customer‑centric attitude and commitment to service excellence.

Required skills

• Incident, problem and escalation management.
• SLA and KPI monitoring.
• Workforce management and shift planning.
• Vendor coordination and stakeholder communication.
• Service improvement and process enhancement.
• Data analysis and reporting.