Service Desk Lead

Project Role : Service Desk Lead
Project Role Description : Oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA. Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge. Maintain efficient service desk operations.
Must have skills : Service Delivery
Good to have skills : Microsoft Azure IaaS, Infrastructure Service Management
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As a Service Desk Lead, you will oversee first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within service level agreements. Your typical day will involve managing the scheduling coverage for the team, setting operational goals, and ensuring that the team is equipped with the necessary customer-specific knowledge to maintain efficient service desk operations. You will also be responsible for fostering a collaborative environment that encourages team engagement and continuous improvement in service delivery. Roles & Responsibilities: - Expected to be an SME. - Collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Facilitate training sessions to enhance team skills and knowledge. - Monitor performance metrics and implement strategies for improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Delivery. - Good To Have Skills: Experience with Infrastructure Service Management, Microsoft Azure IaaS. - Strong understanding of incident management processes and best practices. - Experience in managing service desk operations and team performance. - Ability to analyze service delivery metrics and implement improvements. Additional Information: - The candidate should have minimum 5 years of experience in Service Delivery. - This position is based at our Bengaluru office. - A 15 years full time education is required.