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 delivers pro-active, proactive support services to end user IT clients.
• The primary function of this position is to manage a first- and second-line support team, ensuring adherence to 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 alignment 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 such as network and security.
• Monitor, document, and maintain technical knowledge base.
• Support and prepare IT support and training for staff and customers.
• Ensure the quality of services and products delivered 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 defined 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 with responsibilities to IT Service Desk operational standards and SLAs, reporting and incident resolution to the same 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 consistency, efficiency, and scalability of services.
• Act as a point of contact as a technical liaison between the Service Desk and other IT teams (infrastructure, security, development, and application teams).
• Foster collaboration between System/DevOps teams and Tier 3 team to ensure that escalations and complex issues are resolved.
• Monitor and analyze SLA performance, report KPIs, and identify trends for process improvement.
• Plan budget estimates and estimate operational planning, including capacity planning and resource allocation.
• Provide training and mentorship to team members, ensuring continuous competence and service excellence.
• Develop, oversee, and improve IT Service Desk tools (e.g., service desk systems, automation, knowledge base).
• Develop or expand service catalog by with customer and business needs.
• Conduct continuous improvement initiatives through ITIL and analysis 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 IT support culture.
• Develop strategy and plan service delivery that will maximize our customers satisfaction, while ensuring an efficient delivery of service to support service budget, schedule, procurement documents, and reporting.
• Set and manage processes and systems to efficiently deliver services.
• Develop and improve internal and external communication.
• Optimize and document internal and external processes.
• Communicate with the customer and internal stakeholders.
• Identify emerging trends within the IT industry.
• Collaborate with other departments to support project management.
• Ensure adherence to company policies and procedures.
• Generate reports and statistics.
• Keep customers informed of changes and improvements.
• Support and guide clients in the use of our services.
• Collaborate with other departments to manage service requests.
• Ensure compliance with defined standards and procedures.
• Work within the rules of the organization.

Qualifications