Service Desk Team Lead
The Service Desk Team Lead is responsible for leading the Level 1 support function, ensuring efficient and high-quality delivery of first-line support across public and private cloud environments. This role combines hands-on operational oversight with team leadership to ensure effective incident management, proactive monitoring, and timely escalation. The position plays a critical role in maintaining service excellence, driving SLA adherence, and continuously improving support processes and team capabilities.
Responsibilities:
- Lead, manage, and develop a team of L1 cloud support engineers, fostering a high-performance and customer-focused culture
- Own day-to-day service desk operations, ensuring effective handling of incidents, service requests, and system alerts
- Ensure continuous monitoring and proactive identification of issues across cloud infrastructure and services
- Provide guidance on initial troubleshooting across compute, storage, networking, access, and availability issues
- Act as the primary escalation point for L1, ensuring timely resolution or escalation to L2 and L3 teams
- Drive adherence to SLAs, KPIs, and operational targets, with regular performance tracking and reporting
- Plan and manage shift schedules to ensure optimal coverage, including 24/7 operations where required
- Ensure high standards of ticket quality, documentation, and knowledge base management
- Enforce ITIL-aligned processes across incident, problem, and change management
- Lead team meetings, performance reviews, and training initiatives to continuously upskill the team
- Collaborate with cloud engineering, security, and operations teams to ensure seamless service delivery
- Identify and implement process improvements, automation opportunities, and service enhancements
Requirements
- 5+ years of experience in IT or cloud support environments
- 2–3 years of experience in a supervisory or team lead capacity
- Relevant cloud certifications (AWS, Azure, or equivalent – Foundation/Associate level preferred)
- ITIL Foundation certification (preferred)
- Working knowledge of public cloud platforms (AWS, Azure, OCI)
- Understanding of private cloud and virtualization technologies (e.g., VMware, OpenStack, Hyper-V)
- Familiarity with monitoring, alerting, and observability tools
- Solid understanding of networking fundamentals (DNS, TCP/IP, firewalls, load balancing)
- Basic administration of Linux and/or Windows environments
- Experience with ITSM / ticketing platforms (e.g., ServiceNow, Jira, Remedy)
- Knowledge of ITIL principles and service management best practices