Service Desk Lead (Night Shift)

The Service Desk Shift Lead runs the service desk on an assigned shift and leads the Service Desk to it. Three positions exist — day, swing and night — holding continuous supervised coverage across the 24x7 model and across the regions. The Shift reports to the Manager – IT Service Management (ITSM). The role sits a level above the Service Desk Associate and carries authority the associate role does not. It manages what happens on the shift: roster readiness and work allocation, queue health and triage quality, SLA attainment, and the standard of customer handling and ticket records. It is the first point of escalation for associates on judgement calls and the senior technical point for escalated incidents. P1 and P2 incidents are accountability.…