Senior Lead, Service Delivery - IT Service Desk

Job Description

• The IT Lead - Service Delivery 1 - IT Service Desk is responsible for managing an IT Service Desk operation that provides proactive support services to end-user IT clients.
• The primary responsibility of this position is to manage a first- and second-line support team, ensuring compliance with service-level agreements and process documentation.
• The IT Lead - Service Delivery 1 - IT Service Desk will define processes for each business user group, create and maintain a knowledge base, and oversee the resolution of incidents and service requests in accordance with customer expectations.

Responsibilities

• Monitor, document, recommend, and track issues and updates.
• Set up and manage internal communication.
• Establish and maintain IT processes and systems.
• Monitor business processes and service performance.
• Solve problems related to networks and security.
• Monitor, document, and maintain the technical knowledge base.
• Provide and organize IT support and training for staff and customers.
• Ensure the quality of the services and products provided to clients.
• Ensure the quality of internal and external reports.
• Ensure the operational delivery of projects and activities.
• Collaborate with other IT professionals and stakeholders.
• Document and maintain technical and operational documentation.
• Ensure compliance with established standards and procedures.
• Lead and manage an IT service desk operation, ensuring high-quality support, service delivery, and customer satisfaction.
• Lead and manage a team responsible for ensuring that the IT Service Desk meets operational standards and SLAs, as well as for reporting and incident resolution, all while maintaining the same level of quality and cost.
• Define and optimize processes to reduce response times, improve first-call resolution (FCR), and increase customer satisfaction.
• Develop and maintain documentation, processes, and standards to ensure the consistency, efficiency, and scalability of services.
• Serve as a point of contact and technical liaison between the Service Desk and other IT teams (infrastructure, security, development, and application teams).
• Foster collaboration between System/DevOps teams and the Tier 3 team to ensure that escalations and complex issues are resolved.
• Monitor and analyze SLA performance, report KPIs, and identify trends to drive process improvement.
• Plan budget estimates and develop operational plans, including capacity planning and resource allocation.
• Provide training and mentorship to team members to ensure ongoing competence and service excellence.
• Develop, oversee, and improve IT service desk tools (e.g., service desk systems, automation, knowledge base).
• Develop or expand the service catalog in line with customer and business needs.
• Implement continuous improvement initiatives using ITIL and analyze service desk metrics to reduce recurring issues and improve SLA compliance.
• Support security and compliance requirements by implementing access controls and enforcing policies.
• Ensure a positive customer experience and drive continuous improvement in the IT support culture.
• Develop a strategy and plan for service delivery that will maximize customer satisfaction, while ensuring efficient service delivery to support the service budget, schedule, procurement documents, and reporting.
• Establish and manage processes and systems to deliver services efficiently.
• Develop and improve internal and external communication.
• Optimize and document internal and external processes.
• Communicate with the customer and internal stakeholders.
• Identify emerging trends in the IT industry.
• Collaborate with other departments to support project management.
• Ensure compliance with company policies and procedures.
• Generate reports and statistics.
• Keep customers informed of changes and improvements.
• Support and guide clients in using our services.
• Collaborate with other departments to manage service requests.
• Ensure compliance with established standards and procedures.
• Work within the organization's guidelines.

Qualifications