IT Service Desk Lead

Job Description Summary:The IT Service Desk Lead plays a critical leadership and operational role in ensuring the delivery of high-quality IT support services across all NUC University regions and campuses. This position requires a deep understanding of customer service principles, service management best practices, and technical support operations within complex environments.As a player-coach, the Lead supervises a team of IT Service Desk Analysts I, providing strategic direction, mentorship, and support to ensure consistent service excellence. The Lead is responsible for ticket and call quality assurance, compliance with defined SLAs and MTTR targets, managing escalations, and overseeing ticket management and allocation.This position reports to the Director of IT Support Services - Service Desk.Essential duties and responsibilities:Lead and manage IT support operations to ensure timely, efficient, and high-quality service aligned with SLAs and MTTR targetsSupervise staffing schedules to maintain coverage during business hours and on-call periods, including 24/7 support for leadershipOversee ticket management, ensuring proper assignment, prioritization, documentation, and resolution, while analyzing trends to drive process improvementsAssists the Director in the management of personnel matters, including onboarding, training, and evaluations, and provides mentorship and technical guidance to team membersDevelop and deliver training programs to ensure team readiness and continuous skill developmentAct as an escalation point and coordinate with internal teams and vendors to resolve complex issuesMaintain and enhance IT support processes, workflows, and a centralized knowledge base to ensure service continuity and recoveryMonitor performance metrics through reports and dashboards to identify opportunities for improvement and cost-effective service deliveryCollaborate with other departments to align support services with organizational goals and foster strong stakeholder relationshipsQualifications /Education:Bachelor's Degree in Computer ScienceMinimum 3+ years of IT experienceMinimum 1+ years of IT management experienceProven ability to manage teams, foster collaboration, and drive performanceStrong analytical skills with sound decision-making under pressureClear and effective in verbal, written, and presentation formats across all levelsSkilled in productivity tools, including spreadsheets, word processing, and graphicsEfficient in prioritizing tasks and meeting deadlines in fast-paced environmentsCommitted to delivering excellent service and building strong relationshipsSelf-driven and creative, with a continuous improvement mindsetEquality Employment Opportunity / Affirmative Action for minorities/Females/People with Disabilities/Veterans