Service Desk Lead

The IT Service Desk Lead is responsible for leading the service desk and providing effective IT support services to end-users across the organization. This role ensures the smooth operation of the IT services by managing day-to-day activities, improving support processes, and enhancing customer satisfaction. The IT Service Desk Lead is also accountable for incident resolution, service request management, and continuous improvement of service delivery as well as managing and coordinating on-site IT support for the organization’s remote locations, including offices, retail locations, or other field-based operations.