Service Desk Lead

603699 | Experienced

Digital Services

Role Description

Monitor the support queue and assign the incidents to the available resources
Gather availability data as needed for planning, reporting, and communications
Prepare support charter and circulate to the stakeholders
Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary)
Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics
Co-ordinate inter-process changes with process owners
Ensure appropriate SLAs in place to support any new services
Analyze and review actual service performance against SLAs
Provide regular reports on service performance and achievement of the group
Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services


  • Should hold Bachelor’s degree

Desired Skills and Competencies

  • Service Desk