Service Desk Lead
Runs the service desk day to day: queues and assignment, the daily service huddle, service levels and major incidents.
Why it matters
A desk without someone watching the whole queue drifts: easy tickets get done, hard ones age, and breaches surprise everyone.
- Closest equivalent
- ITIL service desk manager; incident manager
Draws on
Leads and owns
In the resource library
Ready-to-use resources in the DelPulse workspace (sign in to open them):
- Service Desk Lead self-assessment · Self-assessments
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- How to run it
- Rules
- In the DelPulse workspace
- If you use Jira or Azure DevOps
- Self-assessment and coaching