Service Desk Support

This role is for one of the Weekday's clients Min Experience: 7 years Location: Bengaluru JobType: full-time We are seeking an experienced Service Desk Support Lead to join our dynamic IT operations team. This role is ideal for a technically adept professional with 7-11 years of experience in IT support, end-user support , or service desk operations , who has demonstrated capabilities in leading and mentoring global teams. The ideal candidate will bring a strong understanding of remote and global support models , particularly "follow-the-sun" support coverage, and thrive in a fast-paced, customer-focused environment. Requirements Key Responsibilities: Lead and supervise a distributed team of Service Desk Analysts, ensuring high-quality support and timely resolution of incidents and requests across various time zones. Oversee remote and global support operations, optimizing workflows and communication across geographies to maintain seamless 24/7 coverage. Manage day-to-day service desk operations, including incident tracking, ticket resolution, escalations, and SLA adherence. Provide strong leadership, mentoring, and coaching to the service desk team to foster professional growth and enhance team performance. Collaborate with IT infrastructure, application, and cybersecurity teams to resolve complex technical issues and ensure comprehensive support coverage. Implement ITIL best practices in incident, request, and problem management processes. Conduct regular performance reviews, team meetings, and one-on-ones to ensure accountability, identify skill gaps, and recognize achievements. Drive continuous improvement by identifying recurring issues, proposing process enhancements, and optimizing tools and knowledge bases. Monitor key support metrics (ticket volume, resolution time, customer satisfaction, etc.) and provide insights to senior leadership. Assist in recruiting, onboarding, and training new team members to maintain a high-performing support team. Key Skills & Qualifications: 7-11 years of experience in IT support, service desk, or end-user support, with at least 3 years in a team lead, supervisory, or managerial capacity. Proven experience in managing remote/global support teams in a follow-the-sun model. Strong technical knowledge of Windows and Mac operating systems, Active Directory, Office 365, basic networking, and remote troubleshooting tools. Experience with ITSM platforms such as ServiceNow, Jira Service Desk, or BMC Remedy. Excellent people management skills with the ability to lead, motivate, and mentor a team. Strong analytical and problem-solving abilities. Exceptional communication skills and a customer-centric mindset. ITIL Foundation certification is highly desirable. Bachelor's degree in Computer Science, Information Technology, or a related field preferred Show more Show less