It Service Desk Lead

Apex Group

**
6-8 years it service desk experience
Servicenow platform expertise
Itil framework knowledge
** Apex Group is seeking an IT Service Desk Lead to oversee a team of Service Desk Analysts, ensuring effective service delivery and continuous improvement in line with ITIL best practices. The role involves operational leadership, performance monitoring, technical skills in IT systems, and fostering a collaborative culture while supporting the development of team members. **

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 will drive performance against key KPIs such as Response SLA, Resolution SLA, and CSAT using ServiceNow dashboards.
  • The position requires a blend of people leadership, technical troubleshooting, and automation awareness to support the company's global operations.

Matching Summary

Match Score: 75

** Apex Group is seeking an IT Service Desk Lead to oversee a team of Service Desk Analysts, ensuring effective service delivery and continuous improvement in line with ITIL best practices. The role involves operational leadership, performance monitoring, technical skills in IT systems, and fostering a collaborative culture while supporting the development of team members. **

Skills & Requirements

Must-have

  • 6-8 years IT Service Desk experience
  • ServiceNow platform expertise
  • ITIL framework knowledge
  • Windows OS and Microsoft 365 support
  • Active Directory and Exchange management

Nice-to-have

  • Shell scripting and PowerShell automation
  • JavaScript for ServiceNow customization
  • Global follow-the-sun operating model
  • Continuous service improvement mindset
  • Strong customer-first communication skills

Key Requirements

  • 6-8 years in IT Service Desk or Operations
  • Previous Senior Analyst or Team Lead experience
  • Hands-on ServiceNow or equivalent ITSM platform experience
  • Strong understanding of ITIL frameworks
  • Proven ability to lead under pressure

Work Rights

Not specified

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