Service Delivery Lead

Job description

**Role & responsibilities** We are seeking an experienced Service Desk Lead to manage and oversee the day-to-day operations of the IT Service Desk. The ideal candidate will be responsible for leading a team of service desk engineers, ensuring excellent customer service, meeting SLAs, driving operational excellence, and acting as the primary escalation point for critical incidents. **Preferred candidate profile** Service Desk Operations Lead and manage the Service Desk team to deliver high-quality IT support services. Monitor service desk performance, ticket queues, and SLA compliance. Ensure timely resolution of incidents and service requests. Drive continuous improvement initiatives to enhance user experience and operational efficiency. Manage shift schedules, resource allocation, and workload distribution. Mentor, coach, and develop Service Desk analysts and engineers. Conduct regular team meetings, performance reviews, and skill assessments. Identify training needs and facilitate knowledge-sharing sessions. Foster a customer-centric and high-performance culture. Serve as the primary escalation point for major incidents and customer concerns. Coordinate with Infrastructure, Network, Security, Cloud, and Application teams for issue resolution. Perform root cause analysis (RCA) for recurring incidents. Ensure proper incident documentation and communication. Track and report KPIs, SLAs, and operational metrics. Prepare daily, weekly, and monthly service reports for management. Ensure adherence to ITIL processes, including Incident, Request, Problem, and Change Management. Participate in service reviews and customer governance meetings.