Technology Service Desk Team lead

About The Team/Role
We are seeking a highly skilled and forward-thinking Technology Service Desk Team lead to guide our support team into the next generation of service excellence. The ideal candidate will have a strong background in IT Service Management (ITSM), a passion for driving automation and self-service, and a proven track record of exceeding industry service level agreements (SLAs) through the effective use of KPIs and metrics. This is a 'Player-Coach' role where you are responsible for the pulse of the queue and the growth of the humans behind it.

How You'll Make An Impact

• Supervise the daily operations of a global Service Desk team in a fast-paced, deadline-driven environment, ensuring that staffing and skill levels are appropriately maintained.
• Manage and assign incidents to ensure service levels are maintained.
• Develop, document, and implement standard operating procedures for the Technology Service Desk.
• Work with business managers to identify areas of improvement.
• Analyze metrics and trends to identify improvement opportunities.
• Resolve escalations and complex issues promptly and efficiently with superior customer service.
• Manage the performance of the Service Desk Specialists.
• Assist Service Desk Agents, working tickets when workloads are high, or where additional experience is required.
• Provide exceptional customer service and Technology Support to the WEX population for all end-user services.
• Recommend procedures and controls for problem prevention, work closely with third-level teams to acquire knowledge, document and publish in the knowledge base, and provide training to team members.
• Share resolutions with the extended team and document them in the information knowledge base; provide training to team members as needed.
• Take ownership and responsibility for the work being handled by the Service Desk Team.
• Communicate customer expectations regarding resolution and timeframe, keeping users informed of progress.
• Become familiar with WEX systems and resources; develop a solid understanding of IT operations, applications, systems, and business-related processes and procedures.
• Provide support for IT Projects and IT Service Delivery initiatives.
• Other duties as assigned.

Experience You'll Bring

• Customer Service Excellence: Proven track record in a high-volume support environment.
• ITSM Proficiency: Deep understanding of ITIL principles and the ability to use KPIs (AHT, FLR, CSAT) to measure and improve performance.
• Analytical Mindset: Ability to drive automation and self-service initiatives to reduce user downtime.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
• Previous experience working as both an L1 and L2 Analyst is highly preferred. We value leaders who understand the full lifecycle of a ticket—from the initial triage to the complex troubleshooting of proprietary applications.

Leadership & Cultural Alignment

• Beyond technical expertise, we are looking for a leader who moves the needle through their actions:
• Accountability & Ownership: You don't just manage a queue; you own the results. You lead by example, taking responsibility for the team's successes and learning from its challenges.
• High Standards with Empathy: You are expected to challenge the status quo and push for excellence (such as hitting AHT and quality targets) while maintaining a supportive and inclusive environment where every agent feels heard.
• Proactive Collaboration: You build bridges across global teams. You are comfortable navigating different time zones and holiday schedules, ensuring seamless leadership coverage regardless of the calendar.
• Grit & Curiosity: You remain calm under pressure and stay curious about "why" things break, constantly seeking ingenuity to prevent recurring issues.