Service Desk Lead
India RemoteFull-TimeLead
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 7+yrs experience with minimum of 4 years of relevant experience
- Required Skills
- iOS DevelopmentOperations ManagementProblem SolvingAnalytical thinking
Requirements
- Bachelor’s degree in computer science, Computer Engineering, related field, or equivalent experience
- 7+ years experience with minimum of 4 years of relevant experience in Service Desk or IT Support operations
- Proven experience in incident and request management, with strong adherence to SLAs and operational metrics
- Demonstrated ability to support or lead a team of service desk analysts, including mentoring, coaching, or serving as an SME/Lead
- Strong understanding of ITIL processes, including Incident, Request, and Escalation Management
- Consistent performance record with no active disciplinary actions
- Proven track record in delivering high quality, productivity, and customer experience outcomes
- Strong communication, collaboration, and stakeholder management skills
- Experience in service desk or IT support leadership roles
- Solid understanding of operations management principles
- Demonstrated people management and team leadership capabilities
- Excellent analytical thinking and problem-solving skills
- Strong interpersonal and communication abilities
- Experience in developing Standard Operating Procedures (SOPs) and ensuring standards compliance
- Proven ability in effective problem resolution
- Ability to work with external customers and partners
- Experience in cross-functional collaboration and group problem-solving
- Familiarity with IT Service Management (ITSM) frameworks and process methodologies
Responsibilities
- Lead a team of service desk analysts, providing guidance, training, and performance feedback
- Serve as an escalation point for complex technical issues and customer concerns, ensuring timely and effective problem resolution
- Develop, implement, and enforce Standard Operating Procedures (SOPs) to maintain consistent service quality and Standards Compliance
- Conduct Problem Analysis to identify root causes of recurring issues and implement preventative measures
- Collaborate with Cross-Functional Teams and External Partners to ensure seamless service delivery and support for integrated systems
- Manage Service Desk operations, including incident management, request fulfillment, etc
- Communicate effectively with Customers, providing clear updates and managing expectations
- Facilitate Group Problem Solving sessions to address systemic issues and improve service efficiency
- Apply Analytical Thinking to evaluate service metrics, identify trends, and recommend improvements
- Champion People Management best practices, fostering a positive and productive team environment
- Ensure adherence to all relevant Management Process guidelines and company policies
- Continuously seek opportunities to enhance Interpersonal Communication within the team and with stakeholders
View Full Description & ApplyYou'll be redirected to the employer's site
