Service Desk Team Lead - AMR

DP World
Santo Domingo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Continuous improvement","Stakeholder management","Communication"]

Lead the Service Desk team to ensure effective IT support delivery and high customer satisfaction. Oversee incident and service request handling, coordinate escalations, and maintain SLA performance. Coach and develop agents, drive continuous service delivery improvements, and ensure ITSM process compliance. Own knowledge management through standard operating procedures and knowledge base articles, and deliver performance reporting to support ongoing optimization and better end-user experience.

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DP World
DP World
2 days ago

Service Desk Team Lead - AMR

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Last checked: 6 hours agoStatus: Live

Job Summary

Lead the Service Desk team to ensure effective IT support delivery and high customer satisfaction. Oversee incident and service request handling, coordinate escalations, and maintain SLA performance. Coach and develop agents, drive continuous service delivery improvements, and ensure ITSM process compliance. Own knowledge management through standard operating procedures and knowledge base articles, and deliver performance reporting to support ongoing optimization and better end-user experience.
Location: Santo Domingo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Provide day-to-day leadership, guidance, and support to Service Desk agents, including performance targets, monitoring service levels, and coaching/feedback.
  • •Oversee incident and request management to ensure timely resolution, adherence to SLAs, and a positive customer experience, including coordinating escalations.
  • •Develop and coach team members by identifying training needs, mentoring, and supporting career development initiatives.
  • •Drive service delivery excellence by monitoring performance, identifying process improvement opportunities, and implementing best practices.
  • •Ensure ITSM process compliance and knowledge management through maintaining knowledge base articles, standard operating procedures, and support documentation.

Key Requirements

  • •Bachelor’s degree in Computer Science, computer science, or management information systems, or related field, or 5+ years of IT experience with at least 2 years in an incident management or Service Desk leader role.
  • •Minimum 5 years of IT experience in a corporate environment.
  • •Experience managing teams in a global environment.
  • •Demonstrated knowledge of the ITIL V4 framework; ITIL V4 Foundation certification preferred.
  • •Technical background with broad awareness of how enterprise IT solutions work together.
Experience:5+ yearsCorporate ITGlobal environment
Education:Bachelor's in Computer Science or Management Information Systems
Skills:LeadershipCoachingContinuous improvementStakeholder managementCommunication
Certifications:ITIL V4 Foundation

Company Brief

DP World
Global ports, terminals and logistics provider offering end-to-end supply‑chain, maritime services, freezones and technology-driven trade solutions across ports, inland terminals, logistics parks and digital platforms.
Industry: Ports & Port Operators
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Decacorn (USD 10B+)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 2005
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