Service Desk Lead

Summary:

We are hiring a Service Desk Lead to manage and strengthen our SOC Service Desk function. This role is ideal for someone who has led IT support teams and now wants to grow deeper into cybersecurity. You will work closely with our SOC analysts, security engineers and customers to make sure alerts, incidents and service requests are handled efficiently and communicated clearly.

This is a great opportunity to gain hands-on exposure to SOC workflows, security tooling, incident response processes and compliance requirements while helping shape a high-performing service desk environment

Responsibilities:

• Lead and oversee day-to-day SOC Service Desk operations.
• Ensure timely handling of alerts, incidents and service requests coming from customers or SOC tools.
• Monitor ticket queues, follow up on aged items and act when SLAs are at risk.
• Act as the main coordination point between customers, SOC teams (L1 to L3) and internal technical teams.
• Review and validate all SOC ticket intake to ensure accuracy, correct priority and proper escalation.
• Maintain dashboards and reports on ticket volumes, SLA performance, escalations and communication quality.
• Identify gaps in communication, workflows or templates and recommend improvements.
• Work closely with SOC leadership to refine customer communication standards and escalation procedures.
• Step in as the escalation point for complex or sensitive customer issues.
• Help build a culture that values clear communication, accountability and high-quality service.

Skills & Qualifications:

• 5+ years of experience in IT Service Desk / Technical Support / IT Operations, with at least 2 years in a supervisory role.
• Strong understanding of incident management, change management, and ITIL practices.
• Excellent communication, stakeholder management, and problem-solving skills.
• Interest in developing skills related to SOC operations

Certifications:

• ITIL Foundation
• ITIL Intermediate (Incident/Service Operations)

Job Type: Full-time

Pay: From ₹1,000,000.00 per year

Benefits:

• Health insurance
• Provident Fund
• Work from home