What is my job as service desk lead
I've only been with Home Depot for about 7 months and I recently became Service Desk Lead. I'm trying to figure out if I was trained incorrectly or if I'm just misunderstanding what my responsibilities are.
Since getting lead, I've been told I need to audit all of our orders, but some of our orders are kept outside of the service desk. I was also told I need to be at the service desk at all times because a leader is supposed to be up there. Recently ! found out the DS isn't supposed to just be used as coverage, so I'm confused how I'm supposed to balance everything.
I've also been told I need to:
Do special order on hands every day
Audit deliveries every morning
Audit deliveries at night if I'm closing
Keep up with all order audits
I'm trying to make sure I'm doing everything I'm supposed to, but it feels like I'm being pulled in different directions between staying at the desk and completing lead responsibilities.
Is this normal for a Service Desk Lead? What does your day to day usually look like?