Helpdesk Lead

4 - 8 years

4 - 8 Lacs

Posted:15 hours ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

  • Monitor IT service performance to ensure alignment with defined SLAs and customer expectations
  • Manage incidents, problems, and escalations with a focus on quick and effective resolution
  • Apply ITIL best practices in daily operations, including incident, problem, and change management
  • Lead and manage team performance, including roster planning, attendance, and appraisals
  • Collaborate with internal teams and stakeholders to drive service improvements and operational excellence
  • Maintain accurate documentation of processes, escalations, and resolution paths
  • Ensure compliance with service delivery policies and standards

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