IT Service Desk Team Lead

Job Description

Malomatia is looking for an experienced IT Service Desk Team Lead to oversee daily IT support operations and deliver high-quality technical services aligned with ITIL best practices. The role involves managing service desk staff, improving incident resolution processes, and ensuring service level agreements are consistently achieved. The successful candidate will act as the primary escalation point while driving continuous service improvement initiatives. Excellent leadership, customer service, and technical troubleshooting skills are essential.

Key Responsibilities
Lead and supervise daily IT service desk operations.
Monitor incident, problem, and request management activities.
Ensure SLA compliance and timely resolution of support tickets.
Mentor service desk analysts and conduct performance evaluations.
Implement ITIL best practices for service management.
Coordinate major incident response and escalation procedures.
Generate service performance reports and recommend improvements.
Collaborate with infrastructure and application support teams to enhance IT service delivery.