Not specified (assumed to be in-person or hybrid based on the nature of the role).
6-8 years it service desk experience
Servicenow platform expertise
Itil framework understanding
Apex Group Inc is seeking an IT Service Desk Lead to oversee a team of Service Desk Analysts, ensuring high-quality support and continuous improvement in service delivery. The ideal candidate should have substantial experience in IT service management, particularly with ITIL frameworks and ServiceNow, along with strong leadership and technical skills
Job Summary
The role involves leading a team of Service Desk Analysts across shifts and locations while acting as the primary escalation point for major incidents.
Candidates are expected to drive performance against key KPIs such as Response SLA, Resolution SLA, and CSAT using ServiceNow dashboards.
The position requires a blend of operational leadership and technical capability, including hands-on troubleshooting of user devices and automation awareness.
Matching Summary
Match Score: 85
Apex Group Inc is seeking an IT Service Desk Lead to oversee a team of Service Desk Analysts, ensuring high-quality support and continuous improvement in service delivery. The ideal candidate should have substantial experience in IT service management, particularly with ITIL frameworks and ServiceNow, along with strong leadership and technical skills.