Service Desk Lead (Swing Shift)

The Service Desk Shift Lead runs the service desk on an assigned shift and leads the Service Desk to it. Three positions exist — day, swing and night — holding continuous supervised coverage across the 24x7 model and across the regions. The Shift reports to the Manager – IT Service Management (ITSM). The role sits a level above the Service Desk Associate and carries authority the associate role does not. It manages what happens on the shift: roster readiness and work allocation, queue health an…