About the position
Your role
Why this role matters
The lead keeps the desk organised, fair, and consistent — which directly impacts SLA performance and user satisfaction.
Role purpose
To manage the Service Desk team, ensure service quality, and drive operational improvements.
Your qualifications
Key responsibilities
• Oversee day‑to‑day Service Desk operations
• Allocate workload and ensure SLA compliance
• Manage escalations
• Run coaching and quality reviews
• Maintain ticket hygiene standards
• Coordinate with resolver teams
• Produce SLA, KPI, trend, and satisfaction reports
SMART expectations
• Ensure the team meets contractual SLAs and KPIs
• Deliver weekly performance reports
• Reduce reopen rates through quality checks
• Manage staffing coverage
L'ENTREPRISE
DXC CDG Maroc est une coentreprise marocaine entre le groupe international DXC Technology et la Caisse de Dépôt et de Gestion (CDG) du Maroc, spécialisée dans les services informatiques pour la transformation digitale des grandes entreprises et institutions.