Helpdesk / Service Desk Lead (Banking)
5 days ago
Our client, a leading bank, is seeking an experienced Service Desk Lead to oversee and manage its IT service desk operations. This role is responsible for ensuring high-quality, timely, and effective IT support services to internal users, maintaining strong service standards, and driving continuous improvement initiatives.
Key Responsibilities:
- Lead and manage the daily operations of the IT service desk, ensuring prompt resolution of incidents and service requests.
- Oversee a team of service desk analysts, providing guidance, coaching, and performance management.
- Monitor service desk KPIs and SLAs, ensuring adherence to agreed service levels.
- Act as the primary escalation point for complex incidents and ensure timely resolution in coordination with other IT teams.
- Drive the adoption of ITIL best practices for incident, problem, and request management.
- Implement service improvement initiatives to enhance efficiency and end-user satisfaction.
- Coordinate with technology teams to address recurring issues and recommend preventive measures.
- Maintain accurate documentation, knowledge base articles, and standard operating procedures (SOPs).
- Collaborate with vendors and third-party service providers to ensure seamless service delivery.
- Prepare regular service performance reports for management review.
Requirements:
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 5+ years of IT support experience, with at least 2 years in a leadership or supervisory role.
- Strong understanding of ITIL processes and service management tools (e.g., ServiceNow, Remedy).
- Experience working in the banking or financial services sector is highly preferred.
- Excellent communication, interpersonal, and stakeholder management skills.
- Strong problem-solving abilities and a customer-centric approach.
- Ability to work in a fast-paced environment and manage competing priorities.
- ITIL Foundation certification or higher is an advantage.
Interested candidates please email your latest resume to
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