Service Desk Team Lead at ZainTECH · New Al…

The Service Desk Team Lead is responsible for leading the Level 1 support function, ensuring efficient and high-quality delivery of first-line support across public and private cloud environments. This role combines hands-on operational oversight with team leadership to ensure effective incident management, proactive monitoring, and timely escalation. The position plays a critical role in maintaining service excellence, driving SLA adherence, and continuously improving support processes and team capabilities.

Responsibilities:

• Lead, manage, and develop a team of L1 cloud support engineers, fostering a high-performance and customer-focused culture

• Own day-to-day service desk operations, ensuring effective handling of incidents, service requests, and system alerts

• Ensure continuous monitoring and proactive identification of issues across cloud infrastructure and services

• Provide guidance on initial troubleshooting across compute, storage, networking, access, and availability issues

• Act as the primary escalation point for L1, ensuring timely resolution or escalation to L2 and L3 teams

• Drive adherence to SLAs, KPIs, and operational targets, with regular performance tracking and reporting

• Plan and manage shift schedules to ensure optimal coverage, including 24/7 operations where required

• Ensure high standards of ticket quality, documentation, and knowledge base management

• Enforce ITIL-aligned processes across incident, problem, and change management

• Lead team meetings, performance reviews, and training initiatives to continuously upskill the team

• Collaborate with cloud engineering, security, and operations teams to ensure seamless service delivery

• Identify and implement process improvements, automation opportunities, and service enhancements

• 5+ years of experience in IT or cloud support environments

• 2–3 years of experience in a supervisory or team lead capacity

• Relevant cloud certifications (AWS, Azure, or equivalent – Foundation/Associate level preferred)

• ITIL Foundation certification (preferred)

• Working knowledge of public cloud platforms (AWS, Azure, OCI)

• Understanding of private cloud and virtualization technologies (e.g., VMware, OpenStack, Hyper-V)

• Familiarity with monitoring, alerting, and observability tools

• Solid understanding of networking fundamentals (DNS, TCP/IP, firewalls, load balancing)

• Basic administration of Linux and/or Windows environments

• Experience with ITSM / ticketing platforms (e.g., ServiceNow, Jira, Remedy)

• Knowledge of ITIL principles and service management best practices