IT Service Desk Team Leader

As a Team Leader for the US Shift, you will play a crucial role in leading and managing the IT Service Desk Team to ensure efficient support delivery and high service quality. Your responsibilities will include: - **Team Leadership & Operations Management** - Lead and oversee daily operations, ensuring timely support delivery. - Manage staffing, scheduling, performance monitoring, mentoring, and skill development. - Conduct regular team meetings, coaching sessions, and evaluations. - Ensure adherence to SLAs, KPIs, and quality standards. - **Incident, Request & Escalation Management** - Act as the primary escalation point for complex technical issues. - Coordinate with other teams to ensure timely resolutions. - Drive root cause analysis for recurring issues and implement preventive measures. - Ensure accurate ticket handling and documentation according to ITIL standards. - **Technical Expertise** - Provide advanced troubleshooting support for various technologies. - Utilize VMware knowledge to support escalations and coordinate with related teams. - Understand environment health, capacity, and service impacts. - **Service Delivery & Continuous Improvement** - Oversee processes to ensure efficiency and compliance with ITIL practices. - Identify improvement opportunities and implement best practices. - Track and report on team performance and operational metrics. - **Stakeholder & User Communication** - Maintain strong communication with business users, IT leadership, and cross-functional teams. - Provide updates on major incidents, planned outages, and service improvements. - Manage user expectations through clear and timely communication. - **Documentation & Knowledge Management** - Ensure the creation and maintenance of SOPs, troubleshooting guides, and service documentation. - Promote knowledge sharing across the team for consistency and efficiency. **Required Skills & Experience** - 7-10 years of experience in IT Service Desk / Technical Support roles, with 2-3 years in a leadership role. - Strong technical expertise in Windows OS, O365, Active Directory, networking, and VMware technologies. - Hands-on experience with ITSM tools and solid understanding of ITIL processes. - Strong analytical, troubleshooting, and decision-making skills. **Preferred Qualifications** - ITIL Foundation Certification (highly preferred). - VMware certifications (VCTA, VCP) are a plus. - CompTIA A+ / Network+ / Security+ (optional). - Experience in a cloud-based environment (Azure, O365 administration). The position is located in Vasanthnagar, Bangalore, and involves working in the US shift for 6 days a week with an alternate Saturday off. This is a full-time, permanent role.,