Service Desk Lead (Swing Shift)

The Service Desk Lead (Swing Shift) runs the service desk on an assigned shift, leading the team to ensure continuous 24x7 coverage and high-quality IT service management. This role manages shift operations, including roster readiness, queue health, SLA attainment, and customer handling, while serving as the first point of escalation for associates. The position is responsible for commanding P1 and P2 critical incidents, driving root cause analysis, and ensuring seamless continuity across shift boundaries through structured handovers.