Operational Service Desk Team LeadThis role requires a hands-on leader who can effectively manage the day-to-day operational activities of the service desk team.Prioritize and plan team availability to ensure continuous service coverage.Maintain and oversee the support calendar, ensuring adequate staffing at all times.Serve as the first escalation point for operational or service-related issues.Ticket & Service OversightOversight of ticket queues and priorities is crucial to ensure SLA compliance. This includes reviewing complex or sensitive tickets and providing technical guidance where necessary.Ensure proper ticket documentation, ownership, and follow-up are in place. Identify recurring issues and drive corrective actions.