Service Desk Lead

Job Description

Job Title: Service Desk Lead

Location : Colombo

Job Summary

We are seeking a highly motivated and customer-focused Service Desk Lead to oversee daily operations of the IT service desk team. The role involves managing incident and request handling, ensuring timely resolution, maintaining service quality, and leading a team of service desk analysts to deliver excellent end-user support. The Service Desk Lead will act as the main point of escalation, drive process improvements, and support IT service management practices aligned with organizational goals.

Key Responsibilities

• Lead, mentor, and manage the service desk team to deliver efficient and high-quality support services.
• Act as the primary escalation point for complex incidents, service requests, and problem management.
• Monitor service desk operations, ensuring adherence to SLAs, KPIs, and ITIL best practices.
• Oversee incident, request, and change management processes within the ITSM tool.
• Collaborate with IT teams and business stakeholders to improve support processes and end-user satisfaction.
• Generate and analyze service desk performance reports to identify trends and areas for improvement.
• Conduct regular training and knowledge-sharing sessions for service desk staff.
• Ensure proper documentation of incidents, solutions, and standard operating procedures.
• Drive continuous improvement initiatives to enhance efficiency, service quality, and user experience.
• Participate in audits, compliance activities, and IT service reviews.

Qualifications & Skills

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 4–6 years of experience in IT service desk/support, with at least 1–2 years in a leadership role.
• Strong knowledge of ITIL framework and service management tools (ServiceNow, JIRA, etc.).
• Excellent troubleshooting and problem-solving skills.
• Strong leadership, communication, and team management abilities.
• Ability to work under pressure and manage multiple priorities.
• Customer-centric mindset with strong interpersonal skills.
• Certifications such as ITIL Foundation, HDI Support Center Team Lead, or CompTIA A+ (preferred).