Managed Service Desk Team Lead - #451960

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Position Summary

The Service Desk Team Lead is responsible for supervising and guiding a team of service desk technicians during assigned shifts. The role involves ensuring the timely resolution of technical issues, maintaining high levels of customer satisfaction, and adhering to the nominated policies and procedures. The Team Lead acts as the primary point of escalation during shifts and coordinates with other teams to resolve complex issues.

Key Responsibilities

• Team Management:
• Lead and oversee service desk operations during assigned shifts.
• Ensure appropriate staffing levels, balancing workloads and scheduling breaks.
• Monitor real-time queues and allocate resources to manage service requests effectively.
• Incident and Problem Management:
• Act as the first point of escalation for complex or high-priority incidents.
• Ensure timely and accurate logging, triage, and resolution of technical issues.
• Collaborate with other IT teams to ensure prompt resolution of problems.
• Customer Service:
• Ensure a high level of customer satisfaction by providing timely and effective responses to service requests.
• Communicate with users regarding the status of their incidents, expected resolution times, and any escalations.
• Address customer concerns and complaints professionally and proactively.
• Performance Monitoring:
• Track and report on key performance metrics (KPIs) such as ticket resolution times, first call resolution, and customer satisfaction.
• Identify performance gaps and work with the team to improve efficiency and effectiveness.
• Training and Development:
• Mentor and provide guidance to service desk technicians to develop their skills.
• Conduct regular team meetings and share updates, feedback, and knowledge.
• Process Improvement:
• Identify and recommend areas for process improvements to enhance service desk operations.
• Ensure compliance with service level agreements (SLAs) and other relevant policies.
• Documentation:
• Ensure accurate and up-to-date documentation of troubleshooting steps, knowledge base articles, and service desk procedures.
  

Qualifications

• Education:
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• ITIL 4 Foundations Certification
• Experience:
• Minimum of 3 years of experience in an IT support role, with at least 1 year in a supervisory or leadership position.
• Experience working in a service desk or help desk environment is preferred.
• Skills:
• Strong technical knowledge of common IT systems (Windows, Mac OS, networking, and hardware).
• Excellent communication and interpersonal skills.
• Ability to lead a team in a fast-paced, dynamic environment.
• Problem-solving mindset with strong analytical skills.
• Proficiency in using service desk ticketing systems (e.g., ServiceNow, Jira, etc.).
• Proficiency in ITIL 4 practices
  

Key Competencies

• Leadership and team management
• Customer service orientation
• Problem-solving and decision-making
• Multitasking and time management
• Process and performance improvement focus
  
  

Work Environment

• Shift-based role which may involve evening, weekend, and holiday availability.
• Fast-paced, deadline-driven environment requiring adaptability.
  
  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.