SHIFT LEAD - Service Desk
About the role
The Shift Lead - Service Desk role is responsible for leading and managing a team of Service Desk analysts in a 24/7 operational environment. The position focuses on ensuring high-quality support to end users, driving SLA and KPI achievement, managing escalations and incidents, and overseeing operational reporting and infrastructure. The role also involves people management tasks such as coaching, mentoring, performance reviews, and fostering a high-performance culture. Candidates should have significant experience in service desk operations, people management, and service delivery management. The company offers the opportunity to lead a critical service desk operation, work with a collaborative team, and drive operational transformation.
Must have
- 8+ years of experience in Service Desk / IT Support Operations
- Strong experience in: People Management
- Strong experience in: Service Delivery Management
- Strong experience in: SLA & KPI Management
- Strong experience in: Escalation Management
- Strong experience in: Incident & Major Incident Handling
- Strong experience in: Workforce Management
- Strong experience in: Attendance & Leave Management
- Strong experience in: Shift Planning & Rostering
- Strong experience in: Performance Coaching & Mentoring
- Strong experience in: Operational Reporting & Analytics
- Strong experience in: Vendor Management
- Strong experience in: Infrastructure & Voice Support Operations
- Excellent communication and stakeholder management skills
- Strong analytical, problem-solving, and decision-making capabilities
- Ability to lead teams in a fast-paced 24/7 support environment
Highlights
This position requires working 24/7 rotational shifts, including night shifts. Candidates must be comfortable with night shifts as part of the roster. The application method is not specified, but interested candidates are encouraged to apply if they meet the experience requirements.
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