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 ITIL-aligned processes across incident, problem, and change management
• Lead team meetings, performance reviews, and training initiatives to continuously upskill the team
• Collaborate with cloud engineering, security, and operations teams to ensure seamless service delivery
• Identify and implement process improvements, automation opportunities, and service enhancements

Requirements

• 5+ years of experience in IT or cloud support environments
• 2-3 years of experience in a supervisory or team lead capacity
• Relevant cloud certifications (AWS, Azure, or equivalent - Foundation/Associate level preferred)
• ITIL Foundation certification (preferred)
• Working knowledge of public cloud platforms (AWS, Azure, OCI)
• Understanding of private cloud and virtualization technologies (e.g., VMware, OpenStack, Hyper-V)
• Familiarity with monitoring, alerting, and observability tools
• Solid understanding of networking fundamentals (DNS, TCP/IP, firewalls, load balancing)
• Basic administration of Linux and/or Windows environments
• Experience with ITSM / ticketing platforms (e.g., ServiceNow, Jira, Remedy)
• Knowledge of ITIL principles and service management best practices