Service Desk Team Lead

BJS Home Delivery

Website: bjshomedelivery.com
Job details:

Job Summary

We are seeking an experienced and highly motivated IT Service Desk Team Leader to manage the day-to day IT support. The ideal candidate will possess excellent English communication skills, strong leadership 

capabilities, and a solid technical background across software, hardware, networking, and security. This role is critical in ensuring efficient service delivery, high customer satisfaction, and continuous improvement of IT support operations.

Key Responsibilities

• Lead, manage, and mentor the IT Service Desk team (1st and 2nd line support)

• Ensure timely resolution of incidents and service requests across:

o Software and hardware support

o User and management requests

o Security incidents

o Network-related issues

• Oversee ticket queues, prioritization, and escalation processes

• Monitor team performance against SLAs, KPIs, and customer satisfaction targets

• Implement and improve ITIL-based service management processes

• Coordinate with third parties and external vendors when required

• Manage and maintain IT asset lifecycle, including procurement, tracking, and disposal

• Ensure proper documentation of incidents, solutions, and procedures

• Drive continuous service improvement initiatives

• Handle major incidents and communicate effectively with stakeholders

• Maintain high standards of customer service and professionalism

Required Skills & Qualifications

• Strong command of written and spoken English

• Proven experience managing IT support teams (Service Desk or Helpdesk)

• Excellent leadership, people management, and team development skills

• Strong problem-solving and decision-making abilities

• Solid understanding of:

o Desktop and enterprise software support

o Hardware troubleshooting

o Networking fundamentals (TCP/IP, DNS, DHCP, VLAN)

o Security best practices and incident handling

• Experience with IT service management tools (e.g., Jira)

• Familiarity with ITIL framework and best practices

• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• ITIL certification (Foundation or higher)

• CompTIA A+ / Network+

• Degree in Information Technology, Computer Science, or related field

• Experience working in a global or multi-location support environment

• Exposure to cloud platforms (e.g., Microsoft 365, Azure, AWS)

Key Ability

• Strong communication and interpersonal skills

• Customer-focused mindset

• Leadership and team-building capabilities

• Attention to detail and organizational skills

• Ability to work under pressure and manage critical incident

Click on Apply to know more.