Service Desk Team Lead

Job description

General Summary The Service Desk Team Lead is responsible for overseeing daily IT support operations, ensuring high-quality technical assistance across corporate, retail, and distribution environments. This role combines hands-on support, team leadership, and process improvement, ensuring that IT services align with the fast-paced retail business. This position supports the Wholesale business. The responsibilities described below are considered essential functions of the role. This position is based in our LIC office and requires working on-site. Key Responsibilities: - Lead, mentor, and manage a team of Service Desk Analysts supporting corporate offices, retail stores, and distribution centers - Monitor ticket queues and workloads to ensure SLA compliance and timely issue resolution - Conduct regular team meetings, coaching sessions, and performance reviews - Develop staff through training, knowledge sharing, and career development plans - Able to manage multiple projects and deadlines with support and resources as needed - Perform other duties and special projects as assigned Specific Job Skills: Essential duties include - Oversee incident, request, and problem management process...