Service Desk Team Lead

We are seeking an experienced and results-driven IT L1/L2 Service Desk Team Leader to oversee our IT service desk operations 24/7 at the Global Service Centre. The ideal candidate will manage a team of service desk technicians and analysts, ensuring the delivery of high-quality IT support and excellent customer service to our organization’s employees and clients.

Requirements

• Minimum of 8+ years of experience in IT support, with at least 5 years in a managerial or supervisory role
• Proven track record of managing a service desk team in a fast-paced environment
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies
• Experience with service desk management tools (e.g., ServiceNow, Jira, Zendesk)
• Knowledge of ITIL frameworks and best practices; ITIL certification preferred

Benefits

• Hybrid schedule
• Business travel
• Private medical and life insurance coverage
• Free eye tests and contributions towards glasses
• Incentivized certifications and accreditations (AWS, Microsoft, Oracle, Red Hat)
• Profit Share scheme
• Pathways Career Development Quarterly