Senior Service Desk Lead (ICT_TECH SD_2025_07)

The Service Desk Team Lead will oversee and guide a team of Senior Service Desk Analysts to deliver exceptional technical support and customer service. This role involves driving excellence, fostering team growth, maintaining high client satisfaction, and ensuring the team meets organizational goals and service level agreements (SLAs). The leader will bring innovation, strategic thinking, and a collaborative mindset to continually enhance service delivery and team performance.

The Role

Excellence

• Set high standards of support excellence by coaching the team to provide top-notch technical and application feature support to internal and external clients across multiple communication channels (phone, email, customer portal).
• Monitor team performance metrics and align them with organizational objectives while meeting service level agreements (SLAs).
• Drive continuous improvement initiatives by identifying areas for innovation, automation, and process optimization.
• Standardize work methodologies and tools to elevate quality and efficiency in service delivery
• Collaborate with other departments to ensure the team stays updated on WTW technology configurations and best practices.
• Drive knowledge management and bring new ideas for innovation and automation excellence into the Support team to promote a 5-star customer service

People

• Lead, mentor, and motivate the team of Senior Service Desk Analysts, fostering an environment of growth, collaboration, and accountability.
• Provide guidance and support to team members in resolving complex technical issues
• Develop team members' skills in active listening, empathy, and effective client communication.
• Manage team schedules and workloads to optimize productivity and ensure coverage.
• Conduct regular one-on-one meetings, performance reviews, and team training sessions to nurture talent and address challenges

Clients

• Serve as the primary escalation point for client issues, ensuring swift resolution and maintaining trust within Senior Service Desk
• Build and maintain strong relationships with clients by effectively managing their expectations and ensuring timely communication.
• Analyze common client issues to identify trends and recommend proactive solutions or service enhancements.
• Adapt communication style to suit diverse audiences, shifting effortlessly between high-level strategy and detailed technical explanations.

Financial

• Maintain cost-efficiency within the Service Desk team by optimizing resource allocation and processes
• Track and report key performance indicators (KPIs), ensuring that the team achieves productivity targets.
• Escalate unresolved incidents or high-priority issues to senior management in line with organizational protocols
• Achieve support related productivity and prove evidence to support leader
• Identify opportunities to streamline operations and reduce costs while maintaining excellent service quality

The Requirements

• Proven experience in leading a a senior service desk or 2nd Level support team.
• Strong Performance Management Background
• Strong Service Operation Background, ITIL V4 Certified
• Gold standard client facing skills with strong client service orientation
• Exceptional leadership, communication, and interpersonal skills.
• Ability to handle high-pressure situations with professionalism and poise
• A commitment to fostering a culture of innovation, empathy, and client-centric service.
• General knowledge of the Insurance Industry.
• Committed to quality and continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition.
• Must be willing to work on-call / on a shifting schedule including holidays and weekends.
• Associate or bachelor’s degree in Computer Science, Information Technology, or a related field.
• Familiarity with ticketing systems such as BMC, ServiceNow, JIRA, or similar ITSM tools.
• Experience with Virtual Desktop infrastructure (e.g. Citrix, RDS, AVD)
• An understanding of cloud-based technologies, containerization, Active Directory, Microsoft software and services

Willis Towers Watson is an Equal Opportunity Employer