Service Desk Lead L2 Job Description Template
The Service Desk Lead L2 will guide the IT support team in resolving technical issues, maintaining service levels, and improving support processes. The role requires strong leadership and technical expertise to handle complex problems and ensure seamless IT operations.
Responsibilities
- Supervise and mentor the Service Desk team.
- Resolve escalated technical issues and service requests.
- Monitor and ensure compliance with service level agreements (SLAs).
- Improve IT service delivery processes.
- Coordinate with other IT teams and departments.
- Generate and analyze service desk performance reports.
- Ensure proper documentation and knowledge base updates.
- Conduct regular team meetings and training sessions.
- Implement and manage service desk tools and software.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- Minimum of 5 years experience in an IT support role, with at least 2 years in a leadership position.
- Strong knowledge of IT service management (ITSM) frameworks.
- Excellent problem-solving and multitasking abilities.
- Proficiency in IT support tools and software.
Skills
- Leadership
- ITIL
- Help Desk Management
- Incident Management
- Problem Solving
- Communication
- Technical Support
- Microsoft Office Suite
- ServiceNow
- Active Directory
Frequently Asked Questions
A Service Desk Lead L2 is responsible for overseeing the operational efficiency of the service desk. They manage a team of support professionals, ensuring prompt and effective resolution of IT issues. They are involved in performance monitoring, escalation management, and contribute to process improvements, ensuring the team meets service level agreements and customer satisfaction.
To become a Service Desk Lead L2, individuals typically need a strong IT background, often starting as a support technician. Experience in troubleshooting, excellent communication skills, and leadership qualities are crucial. Obtaining relevant certifications in IT service management, such as ITIL, and gaining progressive experience in IT support roles will bolster one's qualifications for this position.
The average salary for a Service Desk Lead L2 varies based on location, industry, and the individual's experience. Generally, a professional in this role earns a competitive salary that reflects their responsibilities in team management, technical expertise, and customer service excellence. Alongside the base salary, there may be benefits such as bonuses, healthcare, and retirement plans.
A Service Desk Lead L2 typically requires a bachelor's degree in an IT-related field and several years of experience in IT support or service desk roles. Essential qualifications include proficiency in ITIL practices, strong problem-solving skills, leadership abilities, and experience with service management software. Continuing education in management and IT service frameworks can also enhance qualifications.
A Service Desk Lead L2 must possess strong interpersonal and leadership skills to effectively manage a team. Essential responsibilities include overseeing incident management, ensuring compliance with SLAs, and fostering a collaborative work environment. Technical expertise in ticketing systems and problem resolution is crucial, along with the ability to coach and develop team members.