Engineer - Cloud & Infra Management

Role Summary

The Service Desk Lead is responsible for managing daytoday service desk operations and ensuring consistent delivery of highquality enduser support across phone chat email selfservice and walkin channels The role drives SLA compliance customer experience operational discipline team productivity escalation handling knowledge management and continuous service improvement

Key Responsibilities

Service Desk Operations

Manage daily Service Desk operations across voice chat and selfservice support channels

Ensure incidents and service requests are logged categorized prioritized assigned and resolved within agreed SLA targets

Monitor ticket queues workload distribution aging tickets breached tickets and backlog trends

Drive firstcall resolution reduce repeat contacts and improve overall user experience

Ensure adherence to ITIL processes standard operating procedures and clientspecific support guidelines

Team Leadership

Lead mentor and coach Service Desk analysts and engineers to improve technical capability and service behavior

Conduct daily huddles oneonone discussions quality feedback sessions and performance reviews

Manage shift schedules leave planning roster coverage and resource allocation

Support recruitment onboarding knowledge transfer and readiness tracking for new team members

Build a culture of accountability urgency collaboration and customerfirst service delivery

Incident and Major Incident Management

Act as the first point of operational escalation for highpriority or aged tickets

Coordinate with resolver groups during priority incidents and support bridge call operations as required

Ensure timely stakeholder communication as needed during major incidents service interruptions and escalations

Participate in incident reviews RCA discussions and action tracking for recurring issues

Reporting and Governance

Prepare daily weekly and monthly operational reports covering SLA volume aging backlog quality and CSAT trends

Participate in service reviews governance meetings and operational performance discussions

Highlight risks dependencies staffing constraints process gaps and service improvement actions

Track operational actions to closure and provide timely status updates to leadership and stakeholders

Knowledge and Continuous Improvement

Ensure knowledge articles SOPs runbooks and troubleshooting guides are created reviewed and kept current

Drive shiftleft opportunities by improving knowledge usage selfservice adoption and automation readiness

Identify process optimization opportunities to improve productivity reduce AHT and enhance resolution quality

Support implementation of virtual agent chatbot AI assist and automation initiatives where applicable

Required Skills and Experience

CategoryRequirements

Technical SkillsStrong knowledge of Windows OS Microsoft 365 Active Directory VPN Citrix VDI Exchange Online Teams endpoint support and basic network troubleshooting

ITSM ToolsHandson experience with ServiceNow Ticketing Tool

Process KnowledgeWorking knowledge of Incident Request Problem Change Escalation and Knowledge Management processes

Leadership SkillsTeam management coaching escalation handling decisionmaking under pressure stakeholder communication and service ownership

Experience6 to 10 years of IT support experience including 3 to 4 years in a Service Desk Lead Team Lead role supporting enterprise users

Preferred Certifications

ITIL Foundation ITIL 4

Microsoft 365 Fundamentals MS900

PMP or PRINCE2 Foundation preferred

Leadership Expectations

The Service Desk Lead is expected to demonstrate ownership urgency empathy and operational rigor The role should proactively identify service risks coach the team toward better outcomes improve service maturity and ensure service delivery remains aligned with client expectations and business priorities