Service Desk Lead

Job Summary: We are seeking a dynamic and experienced Service Desk Lead / Manager to oversee and guide a distributed team of Service Desk analysts across global time zones. This individual will be responsible for ensuring high-quality IT support, leading initiatives to automate routine tasks, and reducing ticket volume and backlog through continuous service improvement. The role requires close coordination with field service teams, end users, and infrastructure teams to deliver a seamless IT support experience. Key Responsibilities: Team & Operations Management Lead, mentor, and manage a global team of Level 1/2 Service Desk analysts and support staff. Monitor ticket queues and assign tasks based on skill, priority, and availability to ensure SLA compliance. Serve as the point of escalation for unresolved incidents and service requests. Coordinate with on-site Field Service Agents and global support teams for issue resolution and service delivery. Automation & Process Improvement Identify opportunities for automation and process optimization to reduce repetitive tasks. Implement solutions such as self-service portals, knowledge base enhancements, and chatbots to reduce ticket volume. Drive continuous improvement initiatives by analyzing incident trends, root causes, and user behavior. Service Delivery & User Experience Ensure timely and effective support for hardware, OS (Windows/macOS), Microsoft Office Suite, mobile devices, printers, and other end-user technologies. Maintain high levels of customer satisfaction through empathetic, professional, and proactive service. Conduct regular service reviews, team performance assessments, and end-user feedback analysis. Tooling & Reporting Administer and optimize ITSM platforms (e.g., ServiceNow, BMC, Freshservice) for ticket lifecycle management. Oversee ticket documentation standards, incident categorization, and escalation protocols. Generate reports on KPIs, SLA adherence, backlog, and first call resolution (FCR) rates for leadership. Governance & Compliance Ensure adherence to SOPs, ITIL-based processes, and security protocols. Conduct audits to ensure ticket accuracy, compliance with escalation procedures, and proper documentation. Required Skills & Qualifications: 6+ years of IT support experience, with at least 2+ years in a lead or managerial role. Proven experience managing multi-lingual, geographically dispersed Service Desk teams. Strong knowledge of ITSM tools (e.g., ServiceNow, Freshservice), remote support tools (e.g., Bomgar, TeamViewer). Experience with automation tools, self-service platforms, or low-code/no-code workflow builders. Solid understanding of Microsoft technologies, Windows/macOS environments, and Active Directory. Excellent communication and stakeholder management skills. ITIL Foundation certification (preferred). Preferred Qualifications: Experience working in a multi-country, cross-cultural support environment. Background in service design and transition for IT support services. Spanish: Native level | English: Fluent/professional proficiency

Creado: Jue, 01 de Ene de 1970