Service Desk Lead

Monitor Service Desk performance, customer service skills, and ticketing patterns to ensure service levels and standards are met. Generate activity reports, resolve tickets hands-on, and present training on new SOPs and ITU processes. Manage the 24/7/365 work schedule, vacation, and holiday rotations while identifying and executing training for shifts. Conduct periodic walkthroughs, meet with customers to identify outstanding issues, and evaluate approaches to enhance IT Service Desk and ESS support. Act as a catalyst for change, ensuring activities meet organizational goals and that all metrics are properly documented and escalated.