L1 Helpdesk Team Lead

This role involves leading and mentoring the L1 helpdesk team to ensure high performance and service quality while managing scheduling, task allocation, and workload distribution. The position serves as the primary escalation point for technical issues, overseeing ticket quality, SLA compliance, and incident resolution. Additionally, the role focuses on process improvement, ITIL compliance, and fostering a strong customer-service mindset across the team.