Position Overview:

The Service Desk Lead is the single operational authority for the organization's Service Desk. This role is accountable for translating the Service Desk Model into daily execution, enforcing service governance, and ensuring consistent, disciplined, and client-centric service delivery across all Service Desk operations.

The Service Desk Lead does not function as a technical escalation point or account manager. Instead, this role owns how service is delivered, how standards are enforced, how people are coached, and how performance is sustained. The Service Desk Lead ensures that Client Care Specialists (CCS) and Level 1 Technicians operate with clarity, accountability, and alignment to the organization's values of professionalism, integrity, and service excellence.

Job Purpose:

The purpose of the Service Desk Lead role is to govern, stabilize, and continuously improve Service Desk operations, ensuring SLA compliance, consistent client experience, workforce sustainability, and operational maturity.

This role is accountable for day-to-day service governance, people leadership within the Service Desk core, and operational performance reporting, while operating under strategic oversight from the CPSEA.

Core Accountability:

➢ Serve as the single operational authority for the Service Desk

➢ Enforce the Service Desk TOM, operational governance, and workflows

➢ Ensure consistent SLA performance and service quality

➢ Lead, coach, and develop Service Desk personnel

➢ Maintain operational stability while enabling continuous improvement

Key Responsibilities:

Service Desk Governance & Operations

➢ Govern daily Service Desk operations in alignment with the Service Desk Model

➢ Enforce ticket ownership, workflow discipline, and SLA standards

➢ Chair daily and weekly operational reviews (backlog, SLAs, escalations)

➢ Resolve prioritization conflicts and operational blockers

➢ Ensure Autotask PSA is used as the single system of record

SLA Performance & Service Quality

➢ Monitor SLA compliance and initiate corrective actions for risks or breaches

➢ Ensure consistent client communication standards are upheld by CCSs

➢ Review service quality trends, root causes, and recurring issues

➢ Drive preventive and proactive service practices in collaboration with support teams

People Leadership & Capability Development

➢ Provide direct people leadership for:

Client Care Specialists (CCS)
Level 1 IT Support Technicians

➢ Conduct performance coaching, feedback, and development planning

➢ Enforce role clarity, accountability, and behavioral standards

➢ Support certification, training, and skills development in alignment with Appendix C of the TOM

Operational Reporting & Visibility

➢ Produce and present regular Service Desk performance reports

➢ Maintain operational dashboards covering SLAs, CSAT, backlog, and trends

➢ Provide leadership visibility into risks, capacity constraints, and improvement opportunities

➢ Escalate systemic or recurring issues to CPSEA with recommended actions

Process, Documentation & Continuous Improvement

➢ Ensure Service Desk processes and SOPs are documented, current, and enforced

➢ Lead continuous improvement initiatives aligned with ITIL and TOM principles

➢ Drive documentation quality across tickets, procedures, and knowledge bases

➢ Ensure audit readiness and compliance with internal standards

Cross-Functional & Partner Coordination

➢ Coordinate Service Desk operations with:

Supporting technical levels (L2–L3B)
Remote execution partners (e.g., Kaseya Helpdesk)
PMO and project delivery functions

➢ Ensure engagement boundaries and escalation protocols are respected

➢ Represent Service Desk operational interests in cross-functional forums

Governance Boundaries

➢ The Service Desk Lead governs operations, not strategy

➢ Client ownership remains with CCSs

➢ Project governance remains under CPSEA / PMO

➢ Technical execution ownership resides with supporting levels when engaged

Qualifications & Experience:

Required

➢ ITIL 4 Managing Professional or equivalent advanced ITIL certification

➢ Minimum 5 years of experience in Service Desk or IT operations leadership

➢ Demonstrated experience governing SLA-driven service environments

➢ Proven people leadership and coaching capability

Preferred / Assets

➢ ITIL 4 Strategic Leader (asset)

➢ Experience in MSP or managed services environments

➢ Strong operational reporting and analytics capability

Skills & Attributes:

➢ Strong operational judgment and decision-making

➢ High level of accountability and consistency

➢ Excellent written and verbal communication skills

➢ Ability to balance empathy with enforcement

➢ Highly organized, adaptable, and detail-oriented

Cultural Alignment:

The Service Desk Lead is a culture carrier at this organization. This role models the organization’s heartbeat values through disciplined execution, integrity in decision-making, and a relentless focus on service excellence and people development.

Transformational Consulting Group

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Service Desk Lead