Helpdesk Service Delivery Lead

Help Desk Service Delivery Lead Duties & Responsibilities Lead, manage, and develop the Help Desk team to ensure high performance and consistent achievement of benchmarks and targets Provide daily support, guidance, and direction to the team, fostering a motivated and results‑driven environment Oversee end-to-end incident, request, and problem management processes Manage escalations and high-priority (P1 / P2) issues and ensure timely resolution Monitor and ensure adherence to SLAs taking corrective action where required Drive continual service improvement (CSI) Manage reporting, dashboards, KPIs, performance reviews Collaborate with internal teams Support service transition activities for new technologies, services, and processes Identify opportunities to enhance customer experience and overall service quality Desired Experience & Qualifications 5+ years experience in IT Service Desk, IT Support, or IT Operations Minimum 5 years in a leadership, supervisory, or Service Desk Manager ro...