Service Desk Team Lead – AMR

About the role

The Service Desk Team Lead is responsible for overseeing the delivery of IT support services across the region, ensuring high customer satisfaction and efficient resolution of incidents and service requests. This role provides day‑to‑day leadership to Service Desk agents, drives continuous improvement, and upholds IT service management best practices.

Key responsibilities

• Lead, coach, and develop a team of Service Desk agents, setting performance targets and providing regular feedback.
• Manage incident and request handling to meet SLA commitments and ensure a positive user experience.
• Coordinate escalations with resolver groups and maintain strong stakeholder relationships.
• Monitor service desk performance, identify process improvement opportunities, and implement best practices.
• Maintain and update knowledge base articles, SOPs, and support documentation.
• Ensure compliance with ITSM processes, organizational policies, and regulatory requirements.

Required profile

• Proven experience leading a Service Desk or similar support team.
• Strong understanding of IT service management frameworks and SLA management.
• Excellent communication and stakeholder‑engagement skills.
• Ability to drive operational excellence and foster a culture of continuous learning.

Required skills

• IT Service Management (ITSM) processes

What we offer

• Opportunity to lead a regional support team within a global logistics and technology provider.
• Professional development and career growth in a dynamic environment.