About The Team/RoleWe 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 ImpactSupervise 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 BringCustomer 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 AlignmentBeyond 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.