About the Team

Lenovo Workplace Services acts as the single point of contact (SPOC) for end-user managed services, delivering comprehensive IT support. The team operates in close alignment with customer IT environments, providing end-to-end support both locally and remotely.

Role Overview

The Service Desk Team Leader is responsible for leading a team of Service Desk Analysts, ensuring high-quality incident and request management for Lenovo’s customers. This role is accountable for team performance, service delivery against SLAs, and driving a strong customer experience.

Key Responsibilities

• Monitor inbound communication channels (phone, email, chat) and allocate resources to meet SLAs
• Oversee escalation queues to ensure timely response and resolution
• Track and analyze team performance metrics and prepare reporting for internal and customer reviews
• Act as an escalation point for customer satisfaction issues
• Own and maintain the team knowledge base, ensuring accuracy and relevance
• Participate in regular customer meetings
• Partner with the Service Delivery Manager on hiring, onboarding, and performance management
• Develop and execute training and development plans for team members
• Manage workforce planning, including absenteeism, turnover, and resource forecasting

Key Skills & Competencies

• Strong customer communication skills, both verbal and written, across all organizational levels
• Ability to engage effectively with senior leadership, including executives and CIO-level stakeholders
• Proven ability to multitask and perform under pressure while balancing customer and business priorities
• Experience with ITSM tools (ServiceNow preferred)
• Solid understanding of ITIL/ITSM methodologies and best practices
• Professional fluency in English

Qualifications & Experience

• 5+ years of experience in a service desk environment, including leadership experience
• Degree or diploma in IT, business, or a related discipline
• ITIL Foundation certification
• Technical certifications (e.g., Microsoft Certified, CompTIA A+)

Desirable:

• Help Desk Institute (HDI) certifications (e.g., HDI Desktop Advanced Support Technician, HDI Support Center Analyst)