Helpdesk Service Delivery Lead

SUMMARY:
Helpdesk Service Delivery Lead

POSITION INFO:

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 role
• Proven track record of leading a help desk or service delivery team to meet KPIs and performance targets
• Experience in handling major incidents, escalations, and service-critical situations
• Strong people leadership skills with the ability to coach, motivate, and develop a team
• Excellent communication skills and the ability to remain calm, professional, and decisive under pressure
• Exposure to CSI, customer experience improvement, or service transition processes – advantageous

Key Competencies

• Highly driven, proactive, and focused on achieving results through the team
• Strong customer-centric mindset with a commitment to service excellence
• Ability to inspire, lead, and support a high-performing Help Desk team
• Organised, methodical, and detail-oriented
• Strong analytical and reporting skills with the ability to interpret trends and take action
• Excellent problem-solving ability with a solutions-driven approach
• High levels of accountability, ownership, and professionalism
• Ability to remain calm and effective in high-pressure or escalated situations
• Strong communication and stakeholder management abilities

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