Support Lead

Job Summary

The Service Desk Lead is responsible for leading day-to-day Service Desk operations while ensuring effective team management, ticket ownership, knowledge management and quality assurance. The role guides agents, monitors queues and SLAs, supports escalations, maintains knowledge content, and performs call and ticket quality analysis to drive consistent service delivery and customer experience.

Key Responsibilities

• Handle user contacts through phone, chat, email and self-service/ITSM channels.
• Log, categorize, prioritize and update incidents and service requests accurately.
• Perform initial diagnosis and L1 troubleshooting using approved knowledge articles, SOPs and scripts.
• Resolve common access, login, application, device, connectivity and how-to queries within scope.
• Provide clear status updates and maintain professional communication throughout the ticket lifecycle.
• Escalate unresolved or complex issues to the correct L2/L3 resolver group with complete troubleshooting details.
• Track escalated tickets, follow up with resolver teams and retain ownership through closure.
• Monitor ticket queues, SLA risks, ageing items and pending user actions.
• Update knowledge articles and highlight recurring issues or improvement opportunities.
• Participate in shift handovers, operational briefings, training and quality reviews.
• Conduct scheduled and sample-based call audits covering communication, probing, accuracy, ownership, empathy, process adherence and closure quality.
• Maintain QA scorecards, document findings and identify agent-level and team-level improvement themes.
• Provide structured feedback, one-to-one coaching and refresher training; track corrective actions to closure.
• As a Knowledge Manager, Own the creation, review, approval, publication and periodic refresh of knowledge articles, SOPs, scripts and troubleshooting guides.
• Ensure knowledge content is accurate, searchable, version-controlled and aligned with approved processes.

Skill Requirements

• Strong customer service, listening, probing and communication skills.
• Expereince in Leading Service Desk Team
• Expereince in Knowledge Management
• Expereince in performing Service Desk Call/Ticket Quality analysis.
• Working knowledge of ServiceNow ITSM/ticketing tools; ServiceNow experience is preferred.
• Understanding of incident management, service request fulfilment, SLA management and escalation processes.
• Ability to work under pressure, manage priorities and collaborate with resolver teams.
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Other Requirements

• Graduate or diploma in Computer Science, Information Technology or a related field.
• 4 - 6 years of experience in IT Service desk support, Application Support and customer support environment.
• ITIL Foundation, CompTIA A+, Microsoft fundamentals or similar certification is desirable.

Performance Expectations
•    Quality and accuracy of ticket records.
•    First contact resolution and timely escalation.
•    Adherence to response, resolution and communication SLAs.
•    Customer satisfaction and professional conduct.
•    Knowledge usage, process compliance and contribution to continuous improvement.