Service Desk Team Lead

The Service Desk Team Lead will be responsible for managing daily service desk operations, supporting team development, and ensuring consistent delivery of efficient IT support services. The role requires hands-on involvement in troubleshooting, process optimization, reporting, and stakeholder communication.

• Lead, mentor, and support a global team of Level 1 and Level 2 service desk analysts.


• Establish performance objectives, provide coaching, and conduct regular team reviews.


• Manage daily service desk activities, ensuring incidents and requests are resolved within agreed service levels.


• Coordinate shift handovers to maintain continuous service coverage across global operations.


• Handle major incidents, escalations, and complex technical issues through effective coordination.


• Monitor key performance indicators including response times, backlog, first-call resolution, and service quality metrics.


• Optimize workload distribution, prioritization, and escalation processes.


• Participate in troubleshooting and ticket resolution when advanced technical support is required.


• Drive service improvement initiatives, including automation, shift-left strategies, and workflow optimization.


• Maintain IT service management processes aligned with ITIL standards and organizational policies.


• Create and maintain knowledge base documentation, procedures, and operational best practices.


• Support reporting activities by analyzing trends and recommending improvement actions.


• Collaborate with infrastructure, application, and security teams to improve overall IT operations.


• Identify opportunities to leverage AI, automation, and emerging technologies to enhance service desk capabilities.

Requirements:

The ideal candidate is an experienced IT support professional with strong leadership capabilities, technical knowledge, and a customer-focused approach to service delivery.

• 5+ years of IT support experience, including at least 3 years in a supervisory or team leadership role.


• Proven experience managing Level 1 and Level 2 service desk teams in a fast-paced environment.


• Strong understanding of IT service management concepts and ITIL frameworks.


• ITIL Version 4 Foundation certification required.


• Experience with ITSM platforms such as ServiceNow, Jira, Zendesk, or similar tools.


• Strong knowledge of Windows Server environments, Linux systems, Active Directory, and Group Policy management.


• Experience supporting Microsoft 365 administration and access management processes.


• Foundational knowledge of cloud platforms such as AWS and Azure.


• Understanding of patch management, monitoring tools, scheduled tasks, and operational support processes.


• Experience with ServiceNow reporting and performance analytics.


• Ability to troubleshoot technical issues across infrastructure and end-user environments.


• Strong leadership, mentoring, and team-building skills.


• Excellent communication and stakeholder management abilities.


• Strong analytical skills with the ability to interpret performance data and identify improvements.


• Ability to manage multiple priorities in a 24/7 support environment.


• Flexibility to work rotating shifts, including nights, weekends, and holidays when required.


• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.

Benefits:

• Competitive compensation up to INR 75,000 per month.


• 6-month fixed-term contract opportunity.


• Hybrid work model with office presence three days per week.


• Work-from-home flexibility during late shifts.


• Opportunity to lead global IT support operations and work with enterprise technology environments.


• Exposure to modern ITSM practices, automation initiatives, and cloud technologies.


• Professional growth through leadership experience and technical development.


• Collaborative environment focused on continuous improvement and operational excellence.