IT Service Desk Team Leader

About the role

The Service Desk Team Leader will ensure efficient, consistent and customer‑focused IT support services for ERM’s global delivery. Working within the Global IT function, the role partners with regional IT teams, business stakeholders and support specialists to resolve incidents, manage service requests and drive continuous improvement.

Key responsibilities

• Lead and supervise the Service Desk team to deliver high‑quality 1st and 2nd line support.
• Monitor ticket queues, workloads and backlog to ensure SLA compliance.
• Drive adherence to ITIL processes and service‑management best practices.
• Review escalations, identify root causes and support resolution of complex issues.
• Track and report service‑desk performance metrics to Global IT leadership.
• Analyze service trends and implement process improvements to enhance efficiency and user experience.
• Manage team capacity, resource allocation and workload balancing.
• Conduct coaching, training and performance‑management activities for team members.

Required profile

• Proven experience leading Service Desk, IT Support or Technical Support teams in a global environment.
• Strong understanding of ITIL Service Management practices (Incident, Request, Problem, Escalation).
• Experience monitoring and reporting on KPIs, SLAs and operational performance.
• Excellent stakeholder management and communication skills for both technical and non‑technical audiences.
• Experience coaching, mentoring and developing support analysts.
• Preferred ITIL Foundation/Practitioner certification and experience in a shared‑services or global delivery centre.

Required skills

• ITIL Service Management framework.
• Ticketing and ITSM tools such as ServiceNow, Jira Service Management or Freshservice.
• Microsoft 365, Azure and Active Directory.
• Enterprise IT infrastructure environments.
• Automation, self‑service and AI‑enabled support technologies.