Associate Lead Consultant - IT Service desk Job

Job Description

Role Summary
The IT Service Desk Lead is responsible for leading the day-to-day operations of an enterprise IT Service Desk, ensuring exceptional end-user support while meeting agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer satisfaction targets. This role manages Service Desk engineers, drives operational excellence, oversees incident and request management, and acts as the primary operational interface between the client and support teams. The ideal candidate combines strong technical knowledge, ITIL best practices, leadership capabilities, and a continuous improvement mindset to deliver high-quality managed services.

Key Responsibilities
• Lead and manage 24x7 IT Service Desk operations supporting global users.
• Ensure incidents and service requests are resolved within SLA commitments.
• Manage ticket queues, escalations, major incidents, and shift operations.
• Monitor and i...