Team Lead Service Desk

1 month ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features.The IT Service Desk Lead is responsible for managing three core teams: IT Service Desk (11 specialists), Retail Service Desk (4 specialists), and Retail Support Analysts (2 specialists).The role ensures efficient handling and resolution of employee-reported issues related to application access, system performance, user support, and retail IT operations, maintaining a high level of service availability and user satisfaction Key Accountabilities Lead, mentor, and manage a team of 17 IT support professionals across the IT Service Desk (11), Retail Service Desk (4), and Retail Support Analysts (2), ensuring high levels of service delivery and staff engagement.Ensure SLA and KPI adherence across all support teams, focusing on eliminating service disruptions and maintaining business continuity and the availability of applications, retail systems, and network services.Oversee day-to-day operations of all service desks, ensuring timely and effective resolution of incidents and service requests, with accurate and complete documentation.Implement and maintain ITIL-based service management practices, driving process maturity and consistency in incident, request, and escalation handling.Monitor, analyze, and report on performance metrics (monthly and quarterly), identifying trends, improvement areas, and service anomalies.Manage the IT Service Desk operational budget, ensuring optimal resource utilization, tracking cost savings, and reporting financial variances.Handle escalations—including sales-related and retail-specific issues—to minimize operational impact and ensure swift issue resolution.Coordinate shift planning and roster scheduling to ensure 24/7 service desk coverage, while addressing workload distribution, team availability, and backup readiness.Champion service improvement initiatives, conducting root cause analysis for recurring incidents and implementing permanent corrective actions.Maintain and expand an internal knowledge base, develop SOPs, and promote self-service resources to improve user independence and reduce ticket volumes.Collaborate with internal stakeholders—including retail, sales, and business operations—to ensure IT support alignment with business needs and goals.Facilitate regular team training, promote technical certifications, and ensure standardization of troubleshooting practices.Communicate clearly with stakeholders, provide performance updates, and act as a liaison between users and support teams.Provide transparent updates to stakeholders on service performance, major incidents, and improvement plans.Conduct technical and functional training sessions for all team members; foster a culture of continuous learning and adherence to support best practices.Oversee and coordinate the Retail Service Desk and Retail Analysts’ daily activities, ensuring efficient first-level support, timely escalation, and high team performance aligned with business goals Serve as the first point of contact for all retail store IT issues, delivering immediate support to reduce downtime and avoid disruption to sales operations.Troubleshoot and resolve retail application issues (e.g., POS software errors, order syncing delays, transaction failures) to ensure seamless checkout and customer experience.Escalate unresolved or systemic issues to L2 support while providing complete context and impact details, especially where sales are directly affected.Collaborate with store managers, retail operations, and field technicians to resolve localized issues and ensure end-to-end support readiness.Monitor live retail system dashboards and proactively address alerts or degraded services before they impact sales transactions.Maintain a library of quick-resolution guides and runbooks tailored to common retail and POS incidents to empower fast first-contact fixes.Ensure that all first-level resolutions are documented, tagged, and fed into the knowledge base for future reference and team learning.Provide shift-based coverage during peak hours, holidays, and promotional events to ensure high availability of retail support.Work closely with IT infrastructure and software deployment teams to track recurring retail technology faults and drive service stabilization efforts Qualifications: Bachelor's degree in information technology, Computer Science, or a related field.Minimum of 7 years of experience in IT service management, with at least 2 years in a leadership role.Strong knowledge of ITIL framework and best practices.Proven experience in financial management and budget oversight.Excellent leadership, communication, and interpersonal skills.Ability to work effectively with cross-functional teams and manage multiple priorities.Experience in implementing or overseeing enterprise-level ticketing platforms and automation workflows Experience: Experience with service desk management tools (e.g., HPSM, CRM, Beyond Trust).Strong analytical and problem-solving abilities.Ability to adapt in a fast-paced, dynamic business environment.Demonstrated ability to lead cross-functional projects involving support, development, and infrastructure teams.Skills Operating Systems: Proficiency with operating systems like Windows, Linux, and mac OS. Knowledge of system administration tasks such as user management, permissions, and security.Networking: Solid understanding of IP addressing, subnets, DNS, DHCP, VLANs, routing, and switching.Service Tools: Proficient with HPSM, CRM, and Beyond Trust ticketing systems.IT Governance & Security: Knowledge of data privacy standards and compliance frameworks.Proficient in workforce scheduling tools and operational reporting.Knowledge in RPA tools or chatbot solutions to enhance service desk productivity.Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Customer Service and Information Technology Industries Telecommunications and IT Services and IT Consulting Referrals increase your chances of interviewing at edara by 2x Get notified about new Service Desk Team Lead jobs in Dubai, United Arab Emirates.Front Office Manager - The St. Regis Downtown Dubai Service Delivery Manager, dnata Airport Operations Dubai, Dubai, United Arab Emirates 17 hours ago We’re unlocking community knowledge in a new way. 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