Service Desk Lead

The Service Desk Lead will manage overflow support operations and develop the Client Services function, acting as a working supervisor and front-line agent. Responsibilities include taking overflow calls, resolving tickets, supporting escalations, and serving as the primary liaison between Align and client end users. The lead will design and implement scalable training programs, documentation, and a knowledge base for client services. They will deliver VIP-level support to financial services clients, guide and mentor junior team members, and resolve client issues related to end-user IT support, Microsoft 365, Entra ID/Azure AD, Intune, and application issues. Additionally, the role involves assisting with resource tracking, analyzing and improving internal processes, escalating recurring issues, recommending proactive solutions, and contributing to reporting, SLA tracking, and service quality metrics.