Job Description
The Service Desk Team Lead plays a critical role in establishing and maturing the Service Management capability within Shared Services. This includes the creation and operationalization of the Service Management layer, ensuring structured triage, end-to-end service request efficiency, complex problem resolution, and consistent SLA achievement across all service towers.
The role drives the design and governance of Service Management processes, tools, reporting structures, and operational insights to enhance customer-facing services. It ensures first-point-of-contact resolution capability is strengthened while overseeing escalations, root cause investigations, and continuous service improvement initiatives.
The incumbent will work closely with business, technical, and third-party stakeholders to build strong partnerships, improve service performance, and implement a clear roadmap for the evolution of the Service Management function. This role requires strong leadership, operational governance expertise, vendor management capability, and a customer-centric mindset.
Responsibilities
Service Management Implementation
Establish and operate the Service Desk Team layer across Shared Services.
Design, implement, and govern Service Management processes, tools, and reporting frameworks.
Optimize first-line triage, request management efficiency, and SLA performance across service towers.
Build capability to improve first-contact resolution of customer requests and escalations.
Develop operational insights and implement tactical and strategic Service Improvement Plans.
Drive continuous improvement through structured problem management processes.
Build and execute a Service Desk Team roadmap with clear milestones and measurable outcomes.
Ensure service quality aligns with release and deployment governance standards.
Establish strong stakeholder engagement and communication channels across all levels and third-party providers.
Service Management Operations
Accountable for end-to-end service delivery across inbound triage and front-line support channels.
Oversee resolution of service requests, escalations, and operational incidents within agreed SLAs.
Act as escalation point for complex issues beyond the standard support model.
Lead root cause investigations for service failures and implement corrective actions.
Oversee daily service operations to ensure consistent, high-quality customer experience.
Maintain and continuously enhance Service Management capability and maturity.
Qualifications
Education:
Relevant degree or diploma in Information Technology, Business Management, or related field (preferred).
ITIL certification or equivalent Service Management certification (advantageous).
Experience:
Minimum of 2 years' experience in a Service Desk Team Lead role.
Experience in Shared Services or large enterprise operational environments preferred.
Experience in vendor management and service governance strongly advantageous.