Senior Technical Lead | IT Service Desk Operations Lead

Overview

Looking for full-time work (8 hours/day)

at $9.92/hour ($1,920.00/month)

Bachelor's degree

Last Active

July 21st, 2026 (3 days ago)

Member Since

July 21st, 2026

Profile Description

When your IT support slows down, your business feels it.

Tickets pile up. Escalations get delayed. Users get frustrated. SLAs are missed. Teams lose focus. Managers are left trying to fix service desk problems instead of improving operations.

That is where I come in. I help businesses build a more stable, organized, and performance-driven IT service desk by combining hands-on technical support experience with team leadership, escalation management, and operational discipline.

With 15+ years of experience across Tier 1–3 technical support and service desk operations, I support teams in keeping tickets moving, users updated, queues monitored, and service quality on track.

How I Help:

- Service Desk Leadership: Queue monitoring, team coordination, escalation handling, daily operations support
- Tier 1–3 Technical Support: Phone, chat, email, enterprise user support, applications, access issues, and troubleshooting
- Incident & Escalation Control: Issue assessment, ticket routing, client escalations, follow-ups, and proper resolution flow
- SLA, KPI, QA, CSAT, AHT & FCR Tracking: Performance visibility, reporting, service quality improvement, and productivity monitoring
- Network & Connectivity Support: ADSL, NBN, DSL, wireless, LAN/WAN, line testing, and connectivity issue analysis
- Team Coaching: Analyst guidance, floor support, QA improvement, mentoring, and process discipline
- Reporting & Documentation: Productivity reports, ticket notes, escalation records, and operational updates

What You Get:

- Cleaner ticket flow and better queue visibility
- Faster and more organized escalation handling
- Stronger team support and analyst coaching
- Improved QA and service consistency
- Clear reporting for managers and stakeholders
- Better user experience through professional, reliable support
- A service desk that runs with more structure, accountability, and control

I have supported global enterprise users, coached analysts, handled client escalations, monitored service desk performance, prepared operational reports, and helped improve QA scores by 10–15%.

If your IT support needs more structure, clarity, and control, let’s connect.