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 :

Infrastructure Service Management

Good to have skills :

NA

Minimum 5 Year(s) Of Experience Is Required

Educational Qualification :

15 years full time educationSummary: 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. - Monitor and analyze service desk performance metrics to identify areas for improvement. - Facilitate training sessions to enhance team skills and knowledge. Professional & Technical Skills: - Must To Have Skills: Proficiency in Infrastructure Service Management. - Good To Have Skills: Experience with ITIL framework. - Strong understanding of incident management processes. - Familiarity with service desk software and ticketing systems. - Ability to analyze and report on service desk performance metrics. Additional Information: - The candidate should have minimum 5 years of experience in Infrastructure Service Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.