Lenovo
Monitor inbound communication channels (phone, email, chat) and allocate resources to meet SLAs Oversee escalation queues to ensure timely response and resolution Track and analyze team performance metrics and prepare reporting...
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Service Desk Team Leader
Description
Description and Requirements
About the Team
Lenovo Workplace Services acts as the single point of contact (SPOC) for end-user managed services, delivering comprehensive IT support. The team operates in close alignment with customer IT environments, providing end-to-end support both locally and remotely.
Role Overview
The Service Desk Team Leader is responsible for leading a team of Service Desk Analysts, ensuring high-quality incident and request management for Lenovo’s customers. This role is accountable for team performance, service delivery against SLAs, and driving a strong customer experience.
Key Responsibilities