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 IT