Summary from listing
The IT Service Desk Team Lead supervises and mentors an L1 helpdesk team, manages scheduling and workload, monitors service metrics, escalates technical issues, handles high-priority incidents, and improves ITIL-aligned support processes. The role also contributes to knowledge-base documentation, customer-service quality, and daily performance reporting. It requires a bachelor’s degree or equivalent experience, 3–5 years of IT service desk or technical support experience, and 1–2 years in a supervisory or team-lead capacity.
