Senior Service Desk Team Leader

About The Role

As a Senior Service Desk Team Leader, you will make an impact by leading and coordinating multiple Service Desk teams to deliver consistent, high‑quality support across multiple channels, including phone, chat, and email. You will be a valued member of the IT Operations team and work closely with leadership and cross‑functional partners to improve service performance, enhance customer experience, and align support operations with business goals.

In This Role, You Will

• Supervise and support Tech Leaders, Shift Leaders, and their respective support teams
• Monitor and analyze KPIs and SLA metrics to identify trends, risks, and improvement opportunities
• Lead initiatives to enhance customer experience and operational efficiency
• Act as an escalation point for complex, high‑impact, or critical incidents
• Develop training plans, coaching strategies, and career paths for team members
• Drive per...