Position Overview

The Service Desk Team Leader plays a critical leadership role in managing a team of Service Desk Analysts responsible for resolving IT incidents and service requests for Lenovo’s customers. This role ensures the team meets performance targets, adheres to service level agreements (SLAs), and delivers exceptional customer experiences.

The Team Leader drives daily operations, supports team development, oversees quality and performance reporting, and ensures all escalations are handled efficiently and effectively.

Key Responsibilities

Service Desk Operations

• Oversee day-to-day operations of the Service Desk, ensuring efficient handling of inbound calls, emails, and chat requests.

• Allocate team resources to maintain optimal service levels and meet or exceed SLA commitments.

• Monitor and manage escalation queues, ensuring timely responses and resolution of incidents and requests.

• Track and report on key performance metrics to internal stakeholders and customers.

• Act as the primary escalation point for customer satisfaction or service-related issues within the team.

• Maintain ownership of the team’s knowledge base, ensuring all procedures and content are accurate, relevant, and continuously updated.

• Participate in customer meetings and provide data-driven insights into team performance and service improvements.

People Leadership and Development

• Lead, coach, and motivate Service Desk Analysts to achieve high performance and customer satisfaction.

• Partner with the Service Delivery Manager on HR-related activities such as recruitment, onboarding, and performance management.

• Develop and implement training and career development plans to enhance team capabilities and maintain technical certifications.

• Manage resource allocation, shift planning, and forecasting to ensure adequate coverage and workload balance.

• Promote a positive team culture that emphasizes collaboration, accountability, and continuous learning.

Performance and Continuous Improvement

• Collect, analyze, and report on performance data, identifying trends and opportunities for process improvement.

• Drive initiatives to increase first call resolution (FCR) and improve the overall customer experience.

• Support service improvement plans (SIPs) and implement best practices to optimize workflow efficiency.

• Collaborate with other support teams and Service Delivery leadership to ensure service consistency and quality.

Key Competencies and Skills

• 5+ years of experience in a Service Desk environment, with at least 2 years in a leadership or supervisory role.

• Strong understanding of ITIL/ITSM methodologies and service management best practices.

• Proficiency with ITSM tools (ServiceNow preferred).

• Excellent communication and interpersonal skills, capable of engaging effectively at all organizational levels, including senior management and executives.

• Demonstrated ability to manage performance under pressure while maintaining service excellence.

• Strong analytical, organizational, and multitasking abilities.

• Customer-centric mindset with a focus on delivering measurable value and satisfaction.

• Professional fluency in English (verbal and written).

Qualifications

• Bachelor’s degree or diploma in Information Technology, Engineering, or a Business-related discipline.

• ITIL Foundations Certification required.

• Preferred certifications:

  • Microsoft Certified or CompTIA A+

  • Help Desk Institute (HDI) certifications such as Desktop Advanced Support Technician or Support Center Analyst.