Job Description As the IT Service Desk Lead, you’ll manage a team of Service Desk Specialists, ensuring efficient Level 1 and 2 support, while driving continuous improvement and optimizing IT processes. This leadership role is perfect for someone with ITIL expertise, ITSM process knowledge, and experience handling Salesforce service requests. What You’ll Do: Lead, coach, and mentor the service desk team. Resolve escalated issues and manage vendor relationships. Oversee ITSM processes and monitor KPIs for service quality. Deliver desktop support (on-site and remote) and handle Salesforce service requests. Drive continuous improvement and manage ad hoc projects.