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 cultureOwn day-to-day service desk operations, ensuring effective handling of incidents, service requests, and system alertsEnsure continuous monitoring and proactive identification of issues across cloud infrastructure and servicesProvide guidance on initial troubleshooting across compute, storage, networking, access, and availability issuesAct as the primary escalation point for L1, ensuring timely resolution or escalation to L2 and L3 teamsDrive adherence to SLAs, KPIs, and operational targets, with regular performance tracking and reportingPlan and manage shift schedules to ensure optimal coverage, including 24/7 operations where requiredEnsure high standards of ticket quality, documentation, and knowledge base managementEnforce ITIL-aligned processes across incident, problem, and change managementLead team meetings, performance reviews, and training initiatives to continuously upskill the teamCollaborate with cloud engineering, security, and operations teams to ensure seamless service deliveryIdentify and implement process improvements, automation opportunities, and service enhancements

5+ years of experience in IT or cloud support environments2–3 years of experience in a supervisory or team lead capacityRelevant 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 toolsSolid understanding of networking fundamentals (DNS, TCP/IP, firewalls, load balancing)Basic administration of Linux and/or Windows environmentsExperience with ITSM / ticketing platforms (e.g., ServiceNow, Jira, Remedy)Knowledge of ITIL principles and service management best practices