Lead, IT Service Desk

About the role

Vistance Networks is looking for an experienced Lead, IT Service Desk to supervise Level 1 and Level 2 support operations for a global user community. The role is responsible for shift performance, customer experience, SLA/KPI achievement, team development and execution of IT service management processes.

Key responsibilities

• Lead daily Service Desk operations across assigned shifts, ensuring 24x5 coverage, workforce scheduling, and workload allocation.
• Monitor SLA, KPI, first‑contact resolution, backlog, ticket quality, CSAT and MTTR, acting as escalation point for complex issues.
• Coach, train and mentor Service Desk Analysts, handling onboarding, performance management and succession planning.
• Own Incident Management and critical incident bridge calls, coordinating infrastructure, applications, network and security teams.
• Facilitate Change Advisory Board (CAB) calls, assess change impact, prepare agendas, track actions and communicate deployments.
• Drive continuous improvement using ITIL practices, automation, self‑service and knowledge‑base enhancements.

Required profile

• Bachelor's degree in Computer Science, Computer Engineering or related field.
• Minimum 10 + years of IT experience with at least 3 + years leading a service desk team.
• ITIL Foundation certification or equivalent practical knowledge.
• Strong understanding of SLA/KPI management, workforce planning and global shift operations.
• Excellent written and verbal English communication, customer‑focused mindset and ability to work under pressure.

Required skills

• Freshservice / Freshworks ticketing platform.
• ServiceNow or similar ITSM tool.
• Jira Service Management.
• ITIL (preferably ITIL 4).
• Windows operating system, Microsoft 365, Exchange/Outlook.
• Endpoint devices, mobile devices and network connectivity knowledge.
• Microsoft Office and service reporting tools.