Service Desk Team Lead

About TalentNeuron, LLC

TalentNeuron is the global leader in workforce and labor market intelligence. Our solution combines external labour market data with internal workforce insights to power strategic workforce planning (SWP), skills analysis, location strategy, DEI initiatives, and talent acquisition.
We ingest millions of global data points across 90% of the world’s GDP and deliver insights through SaaS, data delivery, and expert advisory services—helping the world’s leading enterprises plan, build, and deploy the workforce of the future.

Our Core Values

Humanity First – We lead with empathy, kindness, and respect.
Customers at the Core – We deeply understand client needs and deliver exceptional value.
Diverse Minds, One Team – We collaborate, debate, and succeed together.
Pioneering Innovation – We take risks, learn fast, and drive change.
Resilient Perseverance – We solve problems creatively and own our commitments.

Role Description

The Service Desk Team Leader plays a pivotal leadership role in ensuring a customer-focused, efficient, and effective service desk operation. Reporting to the IT Manager, the position has responsibilityofservice team performance, service delivery outcomes, and the continuous improvement of service standards.

The role is a senior and integral part of theTalentNeuronICT Department, and the position provides opportunities to further develop skills and experience, in areas of technology and team leadership asappropriate tothecompanyneed. The position has a high degree of autonomy in managing the day-to-day activities required of the role, and combines service excellence, team leadership, and operational oversight of all service operations within the department.

Primary Duties & Responsibilities

• Lead,mentorand support a team of high performing ICT support staff, to deliver first-class IT support services

• Oversee daily operations of the Service Desk, ensuringtimelyresolution of incidents and service requests in line with agreed SLAs.

• Monitor and manage ticket flow via the ticketing system and resource scheduling with efficiency.

• Act as a primary escalation point for complex technical issues affecting our users and business

• Act as a subject matter expert on service desk operations, systems, and customer service practices.

• Ensure consistent and effective communication with end users including teaching staff, administration,parentsand students.

• Develop andmaintainICT knowledgebasearticles and standard operating procedures.

• Monitoring and improving service quality through performance metrics, knowledge sharing, and proactive engagement with stakeholders.

• Collaborating with IT teams on broader technology initiates and projects

• Work with external vendors to deliver seamless client outcomes and tackle challenges head-on

• Provide regular reporting on service desk performance and key metrics.

• Follow up with customers on an ad-hoc basis toidentifyareas for improvement and provide customer feedback to theappropriate internalteams.

• Support the ICT Operations Manager in planning and delivering ICT Initiatives.

What You Will Bring:

• Previousexperience in a Service Desk leadership or senior IT support role in a global environment supporting users in different time zones

• Outstanding communication (verbal & written) and stakeholder management skills, with the ability to build trust and influence outcomes.

• Procurement of IT devices for end-users

• Familiarity with ITIL Frameworks and Service Management practices

• Exceptional problem-solving and analytical skills.

• A deep commitment and passion to customer service excellence.

• Excellentorganisationaland time management skills.

• Exceptional communication skills and effective liaison with a broad cross-section of people including teaching, administrationstaffand external providers.

• Ability to work under pressure,establishprioritiesand set and achieve work goals.

• Education professional withdemonstratedproficiencyin supporting a complex ICT environment.

Key Performance Indicators:

• Customer satisfaction rate.

• Service team (employee) satisfaction rate and retention rate

• First contact resolution rate.

• High percentage of Incidents responded to and resolved within target OLAs and SLAs.

• Clear documentation of day-to-day procedures.

• Assetallocationprecision.

• Ability to perform tasks after training without continual follow up reinforcement.

• Ability to set priorities andmaintaindeadline.

• Timely escalation of issues to the ICT Operations Manager where appropriate.

• Maintainneatand tidy workplace.

Technical Skills:

• Experience with Windows, macOS, iOS device support and Microsoft 365 applications.

• Knowledge ofSharepointand Teams administration

• Knowledge of Microsoft Defender

• Knowledge of MDM Applications such as Intune/Autopilot.

• Proven experience in ITIL, ticketingsystemsand customer service principles.

• Experience inOnBoarding/OffBoardingprocess in a global environment

• Experience with Security Incident Management and root cause analysis

• Experience with Atlassian Management

• Nice tohave:experience with Okta

• Nice tohave:experience with Jira Service Management

• Nice tohave:experience with AWS

Qualifications:

• A minimum of 5+ years of hands-on, relevant IT Support experience

• Tertiary qualifications or accreditation in Service Management methodologies such as ITIL would be highly beneficial.

• Industry-recognizedcertifications such as Microsoft, CompTIA A+, Network+ and/orSecurity+x, or equivalent TAFE certification would be an advantage, but not essential.

We’rean equal opportunity employer.All applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin,veteranor disability status.

Originally posted on Himalayas