Service Desk Lead
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Key skills for this role
About the Role
Open Innovation AI is looking for a Service Desk Lead to establish and lead the Service Desk team, defining support workflows, SLAs, and triage procedures. The role requires outstanding communication skills, experience with ITSM tools like Jira Service Management, and ITIL knowledge.
Key Skills for This Role
Responsibilities
- Lead the Service Desk team, including establishing and fine tuning processes, workflows, SLAs, ticket categorization, and support level handoffs
- Set up and manage support channels such as Jira Service Management, email queues, phone/hotline support, and monitoring alert integrations
- Develop and maintain triage procedures to ensure efficient prioritization and routing of tickets across L1–L3 teams
- Lead daily Service Desk operations including ticket assignment, workload balancing, and SLA adherence
- Create and maintain SOPs, runbooks, and user guides that support consistent and high quality support operations
- Monitor service performance dashboards, KPIs, and ticket trends to identify improvement opportunities and ensure high communication standards in all interactions
- Conduct regular quality reviews of ticket handling, response accuracy, and clarity of communication across the team
- Support onboarding and continuous training of L1/L2 engineers on Service Desk workflows, communication protocols, and tool usage
- Maintain and enhance the knowledge base to ensure accurate, accessible troubleshooting guides and service documentation
- Coordinate with Technical Operations, Engineering, and Product teams to ensure efficient issue resolution and alignment on support processes
- Prepare weekly and monthly Service Desk performance reports for management, focusing on service quality, communication effectiveness, and operational KPIs
- Drive continuous improvement initiatives to enhance support efficiency, user experience, and overall operational maturity
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
- 5+ years of experience in IT Service Desk, technical support, or service operations roles
- Experience in building or leading a Service Desk function is a significant advantage
- Outstanding communication skills, both written and verbal
- Hands on experience with ITSM tools such as Jira Service Management, ServiceNow, or similar platforms
- Strong understanding of ITIL practices (incident, request, problem, and change management)
- Demonstrated ability to design and document SOPs, workflows, and knowledge base articles
- Analytical mindset with experience monitoring SLAs, KPIs, and operational metrics
- Leadership capability with experience coaching or guiding L1/L2 support engineers
- Ability to work collaboratively with cross functional teams including Engineering, Operations, and Product
- Certifications such as ITIL Foundation or HDI Support Center Lead (SCL) are preferred
Full Job Posting
Role Overview
- The Service Desk Lead is responsible for establishing and leading the Service Desk team, including defining support workflows, communication channels, triage procedures, and service level alignment. This role ensures the delivery of high quality customer support through well structured processes, ef
Role Responsibilities
- Lead the Service Desk team, including establishing and fine tuning processes, workflows, SLAs, ticket categorization, and support level handoffs.
- Set up and manage support channels such as Jira Service Management, email queues, phone/hotline support, and monitoring alert integrations.
- Develop and maintain triage procedures to ensure efficient prioritization and routing of tickets across L1–L3 teams.
- Lead daily Service Desk operations including ticket assignment, workload balancing, and SLA adherence.
- Create and maintain SOPs, runbooks, and user guides that support consistent and high quality support operations.
- Monitor service performance dashboards, KPIs, and ticket trends to identify improvement opportunities and ensure high communication standards in all interactions.
- Conduct regular quality reviews of ticket handling, response accuracy, and clarity of communication across the team.
- Support onboarding and continuous training of L1/L2 engineers on Service Desk workflows, communication protocols, and tool usage.
- Maintain and enhance the knowledge base to ensure accurate, accessible troubleshooting guides and service documentation.
- Coordinate with Technical Operations, Engineering, and Product teams to ensure efficient issue resolution and alignment on support processes.
- Prepare weekly and monthly Service Desk performance reports for management, focusing on service quality, communication effectiveness, and operational KPIs.
- Drive continuous improvement initiatives to enhance support efficiency, user experience, and overall operational maturity.
Required Qualification, Experience, Competence and Certifications
- Bachelor’s degree in preferably Computer Science, Information Technology, Engineering, or a related field.
- 5+ years of experience in IT Service Desk, technical support, or service operations roles.
- Experience in building or leading a Service Desk function is a significant advantage.
- Outstanding communication skills, both written and verbal, with the ability to manage expectations, ensure clarity, and maintain high quality interactions across teams and customers.
- Hands on experience with ITSM tools such as Jira Service Management, ServiceNow, or similar platforms.
- Strong understanding of ITIL practices (incident, request, problem, and change management).
- Demonstrated ability to design and document SOPs, workflows, and knowledge base articles.
- Analytical mindset with experience monitoring SLAs, KPIs, and operational metrics.
- Leadership capability with experience coaching or guiding L1/L2 support engineers.
- Ability to work collaboratively with cross functional teams including Engineering, Operations, and Product.
- Certifications such as ITIL Foundation or HDI Support Center Lead (SCL) are preferred.
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