Service Desk Team Lead Remote

We are looking for an experienced and operational-savvy Team Lead to guide a Shared Service Desk team of 10 agents. In this role, you will be the tactical "boots on the ground" leader, ensuring high-quality support across [multiple clients / diverse internal departments]. The ideal candidate is not just a technical escalation point, but a people leader capable of driving performance, managing complex SLAs, and maintaining high morale in a fast-paced, multi-tenant support environment.

Job Duties -

Direct Supervision: Manage the day-to-day operations of a team of 10-15 Service Desk Agents.

Coaching & Development: Conduct weekly 1:1s, monthly performance reviews, and live call/ticket audits to identify coaching opportunities.

Culture Building: Foster a collaborative and resilient team culture that minimizes burnout, a common challenge in shared service environments.

Shift Management: Oversee scheduling, time-off requests, and shift handovers to ensure 24/7 (or business hour) coverage.

Metric Adherence: Monitor real-time dashboards to ensure adherence to SLAs (First Response Time, Resolution Time) and KPIs (CSAT, First Contact Resolution).

Queue Management: Actively manage ticket queues to prevent backlogs and ensure equitable workload distribution among agents.

Escalation Handling: Serve as the primary point of contact for handling escalated issues from the team or dissatisfied stakeholders/customers.

Knowledge Management: Oversee the creation and maintenance of the Knowledge Base to ensure agents have up-to-date procedures for various clients/business units.

Process Optimization: Identify bottlenecks in the support workflow and propose changes to the Service Desk Manager to improve efficiency.

Onboarding: Lead the training and onboarding process for new hires to get them to full productivity quickly.

Minimum 3-5 years of experience in an IT Service Desk environment, with at least 1 year in a leadership or senior capacity (Team Lead, Shift Lead, or Senior Analyst).

Team Size: Proven experience mentoring or leading teams of 10 or more individuals.

Shared Services Knowledge: Understanding of how to manage support for multiple clients or business units simultaneously (multi-tenant environments).

Technical Proficiency: Strong working knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk, or Freshservice).

Tech Stack: Familiarity with supporting Microsoft 365, Active Directory, Azure, and remote support tools.

Desired Skills & Experience -

Certification: ITIL 4 Foundation certification

Analytics: Experience using Power BI or Excel to generate weekly performance reports

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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


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