Service Desk Team Lead / Service Delivery Lead

About the role

Whitehats LLC is seeking an experienced Service Desk Team Lead / Service Delivery Lead to oversee technical support operations within a Managed IT Services environment. The role is responsible for ensuring the support organisation runs efficiently, delivering high‑quality service to customers across remote, field and onsite engineering teams.

Key responsibilities

• Manage day‑to‑day operations of the Service Desk, monitoring ticket queues, workloads and engineer availability.
• Lead and coordinate remote support engineers, field engineers and dedicated onsite engineers.
• Assign incidents and service requests based on skill set, urgency, location and SLA requirements.
• Review and resolve ageing, reopened or escalated tickets, ensuring accurate documentation.
• Own and continuously improve ITSM and ticketing processes, including incident, problem, change and escalation management.
• Configure ticket workflows, automation, notifications and escalation rules.
• Define and maintain SLA policies, monitor compliance and intervene before breaches.
• Produce operational dashboards and regular performance reports for management.
• Identify recurring technical issues and drive permanent resolutions.

Required profile

• Proven leadership experience in a Managed IT Services or similar technical support environment.
• Strong understanding of IT infrastructure and support operations.
• Excellent coordination skills to manage remote, field and onsite engineering teams.
• Ability to analyse service desk trends, root causes and drive continuous improvement.

Required skills

• ITSM processes
• Ticketing system management
• SLA monitoring and compliance
• Incident, problem and change management
• Automation of support workflows
• Service catalogue and template maintenance