Job Description Take the next step in your IT leadership career with KordaMentha! Join a collaborative and professional team where your skills in IT support and people leadership will directly impact business success. At KordaMentha, you will work in a dynamic environment, helping to deliver seamless technology services across our business. Your role As the Service Desk Team Leader, you will split your time between leading a high-performing team and delivering direct technical support. You will manage incidents, resolve technical issues, and ensure end users receive exceptional service while mentoring and coaching your team. Your key responsibilities Actively work as a Service Desk Operator while managing the team. Provide first and second-level technical support (hardware, software, network). Troubleshoot Windows 11, Office 365, SharePoint Online, Teams, Entra ID (Azure AD), and Intune. Support LAN/WAN, VPNs, Wi-Fi, Printing, and AV/video conferencing systems. Manage daily ticket queues and ensure SLA targets are met. Handle escalations and lead root cause analysis and problem resolution. Coach and mentor Service Desk staff and manage team performance. Drive knowledge base creation and automation/self-service initiatives. Develop and maintain clear, accurate support documentation and standard procedures. Contribute to IT security, asset management, and continuous improvement.
