Information Technology Service Desk Team Lead

About the Company We are committed to providing exceptional IT services and support to our clients, fostering a culture of innovation and collaboration. About the Role The Service Desk Operations Lead will oversee day-to-day IT Service Desk and End User Support operations, ensuring adherence to SLAs, OLAs, and KPIs. Responsibilities Lead day-to-day IT Service Desk and End User Support operations. Ensure adherence to SLAs, OLAs, and KPIs. Manage L1/L2 support teams across multiple locations. Oversee incident, service request, problem, and major incident management. Ensure timely ticket assignment, escalation, and resolution. Monitor queue health and workload distribution. Drive First Call Resolution (FCR) and minimize ticket aging. Required Skills Provide support for desktops, laptops, thin clients, and mobile devices. Manage Windows, macOS, and mobile operating systems. Support Microsoft 365, Teams, Outlook, OneDrive, and collaboration tools. Handle printer, conferencing, and meeting room technologies. Coordinate VIP and Executive support. Ensure remote support for work-from-home users. Preferred Skills Common Technologies: ITSM: ServiceNow, BMC, ManageEngine Endpoint Management: Microsoft Intune, ManageEngine Desktop Central Identity: Microsoft, Okta Security: Microsoft, Palo Alto Networks, Trellix Monitoring: Nanoheal/Nexthink Equal Opportunity Statement We are committed to diversity and inclusivity in our hiring practices and strive to create an environment where everyone feels valued and respected.