Help Desk Team Lead

About the role

We are looking for an experienced Help Desk Team Lead to manage the daily operations of our IT Helpdesk. You will ensure incidents and service requests are resolved quickly while maintaining high customer satisfaction.

Key responsibilities

• Lead and supervise the IT Helpdesk team, monitor ticket queues and enforce SLA compliance.
• Mentor and coach Helpdesk Analysts, coordinate shift schedules and conduct performance reviews.
• Handle complex incidents, manage escalations, and work with L2/L3 teams to resolve issues.
• Oversee Incident, Problem, Change, and Request Management processes following ITIL best practices.
• Prepare operational reports, KPI dashboards and drive continuous improvement initiatives.
• Act as primary contact for business users and IT management, communicating service updates and coordinating with infrastructure, application, and vendor teams.

Required profile

• Bachelor's degree in Computer Science, IT, Information Systems, Computer Engineering or related field.
• 5–8 years of experience in IT Helpdesk or Support, with at least 2 years in a supervisory role.
• Proven experience with Service Desk operations in an enterprise environment.

Required skills

• ITIL
• ITSM
• Ticketing tools

What we offer

• Opportunity to lead a dynamic support team.
• Professional development and training.
• Competitive compensation package.