Service Desk Lead L1

As a Service Desk Lead, you will support service desk agents in delivering prompt and high-quality customer service. You will advise and collaborate with agents on current issues, working toward timely resolution of tickets. Your role involves managing and coordinating escalated work orders from the Service Desk team that require additional troubleshooting and follow-up, and coordinating with other IT teams to ensure effective closure of escalated tickets. You will act as a liaison between the Service Desk and other teams to maintain effective communication. Responsibilities include undertaking weekly reviews of call queues to prevent unauthorized changes and mitigate escalations, measuring and reporting on service delivery performance metrics including customer satisfaction surveys and incident tickets, and producing statistics and management reports for clients and management. You will communicate all process-related changes and technical updates to the team within specific timelines. Capacity planning is a key part of the role — conducting exercises to determine agent numbers and skill levels needed to meet SLAs, performing shift planning, and briefing agents on changes or deployments that may affect volumes. You will assist agents with first-line support during high workloads and develop team skills through process training, refresher courses, performance feedback, and managing underperforming team members. Team management duties include forecasting talent requirements, hiring, onboarding, talent development, performance reviews, and driving employee satisfaction and engagement initiatives.