Service Desk Team Leader

Description and Requirements

English resume is required for consideration

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 ...