Shift Lead – Service Desk (24/7 Operations)

About the role

We are hiring a Shift Lead – Service Desk to lead and manage a high‑performing support team in a dynamic 24/7 operational environment.

Key responsibilities

• Lead and manage Service Desk analysts to ensure consistent, high‑quality support.
• Monitor and manage support channels (calls, chats, emails, ticket queues).
• Drive SLA and KPI achievement across all service metrics.
• Handle major incidents, Sev1 escalations and outage management.
• Manage team attendance, shift rosters and schedule adherence.
• Prepare and present operational reports and perform trend analysis.

Required profile

• 8+ years of experience in Service Desk or IT support operations.
• Proven people‑management and coaching experience.
• Strong analytical, problem‑solving and decision‑making abilities.
• Experience with vendor escalation and incident management.

Required skills

• SLA & KPI management
• Incident & major incident handling
• Workforce management and shift planning
• Operational reporting & analytics
• Vendor management
• Infrastructure & voice support operations

What we offer

• Lead a critical Service Desk operation supporting enterprise customers.
• Work with a talented, collaborative team in a 24/7 environment.
• Opportunity to mentor and develop future Service Desk leaders.