IT Service Desk Team Lead

Job Description

Role & responsibilities Profile- Service Desk Team Lead Location-Gurgaon (Sector 38) Experience- 4 Years- 8 Years Shift-rotational shift working days- 6 Days working Package- Maximum 30 CTC JD - Service Desk Team Leader IT The IT Service Desk Team Leader oversees the performance and strategic operations of the service desk function, ensuring the delivery of efficient, high-quality IT support aligned with organizational goals. This role combines operational leadership with data-driven service improvement, focusing on: Team Leadership & Talent Development: Supervises daily team operations, builds a high-performance culture, and drives continuous learning through coaching and mentoring. Operational Excellence: Ensures smooth incident and request management based on ITIL standards, while leading root cause analysis, knowledge management, and after-action reviews. Performance & Reporting: Leverages service desk analytics (e.g., SLA, FCR, resolution time) to identify trends, optimize workflows, and enhance user satisfaction. Stakeholder Engagement: Acts as a key escalation point and communication bridge between IT and business stakeholders, ensuring transparency and responsiveness. Tool & Process Optimization: Manages ITSM platforms (e.g., ServiceNow, Jira) to enable automation, efficiency, and audit compliance. Crisis Management & Project Support: Leads response during major incidents and partners cross-functionally to support system rollouts and strategic IT initiatives. This role is pivotal in aligning frontline IT service delivery with business continuity, user satisfaction, and long-term digital transformation objectives. Note:- we are consider only male candidates. don't apply fresher candidates. If you are interested kindly share your updated resume ekta@progressive.in Call:- 9560621796