Engineer - Cloud & Infra Management
Confirmed on the employer's own hiring board on Oct 27, 2026. First seen by Alion on Oct 20, 2026. LTM scores B on the Alion truth index.
Role Summary
The Service Desk Lead is responsible for managing daytoday service desk operations and ensuring consistent delivery of highquality enduser support across phone chat email selfservice and walkin channels The role drives SLA compliance customer experience operational discipline team productivity escalation handling knowledge management and continuous service improvement
Key Responsibilities
Service Desk Operations
Manage daily Service Desk operations across voice chat and selfservice support channels
Ensure incidents and service requests are logged categorized prioritized assigned and resolved within agreed SLA targets
Monitor ticket queues workload distribution aging tickets breached tickets and backlog trends
Drive firstcall resolution reduce repeat contacts and improve overall user experience
Ensure adherence to ITIL processes standard operating procedures and clientspecific support guidelines
Team Leadership
Lead mentor and coach Service Desk analysts and engineers to improve technical capability and service behavior
Conduct daily huddles oneonone discussions quality feedback sessions and performance reviews
Manage shift schedules leave planning roster coverage and resource allocation
Support recruitment onboarding knowledge transfer and readiness tracking for new team members
Build a culture of accountability urgency collaboration and customerfirst service delivery
Incident and Major Incident Management
Act as the first point of operational escalation for highpriority or aged tickets
Coordinate with resolver groups during priority incidents and support bridge call operations as required
Ensure timely stakeholder communication as needed during major incidents service interruptions and escalations
Participate in incident reviews RCA discussions and action tracking for recurring issues
Reporting and Governance
Prepare daily weekly and monthly operational reports covering SLA volume aging backlog quality and CSAT trends
Participate in service reviews governance meetings and operational performance discussions
Highlight risks dependencies staffing constraints process gaps and service improvement actions
Track operational actions to closure and provide timely status updates to leadership and stakeholders
Knowledge and Continuous Improvement
Ensure knowledge articles SOPs runbooks and troubleshooting guides are created reviewed and kept current
Drive shiftleft opportunities by improving knowledge usage selfservice adoption and automation readiness
Identify process optimization opportunities to improve productivity reduce AHT and enhance resolution quality
Support implementation of virtual agent chatbot AI assist and automation initiatives where applicable
Required Skills and Experience
CategoryRequirements
Technical SkillsStrong knowledge of Windows OS Microsoft 365 Active Directory VPN Citrix VDI Exchange Online Teams endpoint support and basic network troubleshooting
ITSM ToolsHandson experience with ServiceNow Ticketing Tool
Process KnowledgeWorking knowledge of Incident Request Problem Change Escalation and Knowledge Management processes
Leadership SkillsTeam management coaching escalation handling decisionmaking under pressure stakeholder communication and service ownership
Experience6 to 10 years of IT support experience including 3 to 4 years in a Service Desk Lead Team Lead role supporting enterprise users
Preferred Certifications
ITIL Foundation ITIL 4
Microsoft 365 Fundamentals MS900
PMP or PRINCE2 Foundation preferred
Leadership Expectations
The Service Desk Lead is expected to demonstrate ownership urgency empathy and operational rigor The role should proactively identify service risks coach the team toward better outcomes improve service maturity and ensure service delivery remains aligned with client expectations and business priorities