Track Lead - ServiceNow, IT Service Management

About the role

The Track Lead leads the day-to-day multilingual Service Desk operation and acts as the primary operational governance owner. The role covers staffing coverage, queue control, SLA/KPI adherence, quality, user experience, escalation management, reporting, knowledge adoption and continuous service improvement.

Key responsibilities

• Manage day-to-day Service Desk operations across the dedicated English, French, Finnish, Dutch and German support teams.
• Ensure staffing, language and queue coverage throughout the 12x5 service window.
• Monitor service health, priority tickets, incidents, service requests, backlog, aging, queue performance and user communications.
• Allocate work, balance workloads and intervene when tickets risk breaching service levels.
• Ensure analysts complete correct categorization, prioritization, troubleshooting, routing, documentation and user communication.
• Coach analysts on ticket ownership, customer interaction, First Contact Resolution, knowledge usage and escalation quality.
• Coordinate operational issues with the customer's IT Service Manager, resolver groups, tower leads, SMEs and third parties.
• Escalate unresolved issues through the correct operational or governance path and maintain an action log driving risks and improvements to closure.
• Participate in Customer Review.

Required profile

• Strong experience managing an enterprise Service Desk or multilingual support operation.
• Consistent 12x5 service and language coverage.
• Strong written and spoken English; additional European-language capability is beneficial.

Required skills

• Working knowledge of ITIL-aligned incident, request, knowledge and escalation processes.
• Experience in SLA/KPI management, operational reporting, queue management and workforce coordination.
• Strong knowledge of ServiceNow or a comparable enterprise ITSM platform.
• Ability to analyse operational data and turn findings into corrective actions.
• Leadership, coaching, stakeholder management and customer-communication skills.
• Experience coordinating with L2/L3 teams, infrastructure/application towers and third-party suppliers.