Supv IT Service Desk

The IT Service Desk Lead oversees daily operations, monitoring support queues and KPIs using IVR and ServiceNow. This role focuses on providing hands-on support for complex issues, fostering a collaborative team environment, and ensuring timely and reliable service delivery. The Lead also manages workforce scheduling and reports on service metrics.

Requirements

• Oversee day-to-day queue management
• Ensure team performance aligns with KPIs
• Act as the first point of escalation for complex incidents
• Schedule workforce coverage
• Review data for accuracy and report metrics
• Support onboarding and training of analysts