Service Desk Lead

Axi

What You ll Do

• Meet SLA and SLO targets across all Helpdesk case submissions and critical systems, ensuring compliance with service-level commitments.
• Execute shift handovers to provide clear visibility of ongoing issues and enable smooth continuity between shifts
• Drive automation and enhancements in the ticketing system to streamline workflows and boost efficiency, including SLA escalation automation.
• Collaborate with the Security team to implement effective SOC controls and reinforce incident detection and response capabilities.
• Manage vendor relationships for office networks, telephony systems, and any third-party tools or services to ensure optimal support and performance.
• First line of support for incident response, diagnosis, and escalation.
• Comfortable with monitoring and observability systems, ensuring any notifications or alerts are responded to.
• Contributor to process, procedure & support documentation, ensuring alignment to any change or new development.
• Contributor to service improvement initiatives for operational excellence and process improvement.
  
  

About You

• 5+ years of experience in IT support, with 2 3 years in a team leadership role.
• Proven people management experience, including performance tracking and team mentoring.
• Strong hands-on experience with Microsoft Windows, Microsoft Defender, Azure, and incident management tools such as Jira or Atlassian suite.
• Solid understanding of ticketing systems, SLAs, escalation flows, and IT operations best practices.
• Excellent communication and problem-solving skills.
• Comfortable working in fast-paced, global support environments.