Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in mumbai
>
BNP Paribas
>
Service Desk Team Lead

Service Desk Team Lead

BNP Paribas

7 - 12 years

4 - 8 Lacs

mumbai

Posted:1 day ago| Platform:

Apply

Skills Required

servicenow tool it service desk technical support servicenow service desk networking problem management change management sql service desk management itil process itsm incident management microsoft windows troubleshooting it helpdesk itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position Purpose

The primary purpose of this Service Desk Team Lead role is to oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support for end-users.

Responsibilities

Direct Responsibilities

1. Team Supervision & Performance Management

Assign and prioritize tasks to Service Desk agents.
Monitor individual and team performance through KPIs.
Conduct regular 1:1 meetings, coaching, and performance evaluations.

2. Incident & Request Management

Oversee the triage and escalation of IT incidents (e.g., system outages, user access issues)
Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
Review and approve high-priority requests (e.g., hardware replacements, software deployments).

3. Process Optimization

Identify bottlenecks in workflows and implement improvements.
Maintain and update service desk documentation (e.g., SOPs, FAQs, troubleshooting guides).
Lead initiatives to automate repetitive tasks (e.g., password resets, ticket routing).

4. Stakeholder Coordination

Communicate with IT teams (e.g., Network, Voice, SAM) to resolve cross-functional issues.
Report service desk metrics to IT management and business leaders.

5. Training & Knowledge Sharing

Organize training sessions on new tools, policies, or technologies.
Foster a culture of knowledge sharing (e.g., team meetings, internal wikis).
Ensure team compliance with security protocols (e.g., GDPR, cybersecurity best practices).

6. Customer Satisfaction & Feedback

Address escalated customer complaints and ensure follow-up.
Analyze feedback trends to improve service quality.
Promote a customer-centric approach within the team.

Contributing Responsibilities

1. IT Initiatives

Contribute to IT roadmaps by providing insights on service desk trends (e.g., recurring issues, user needs).
Advocate for process improvements or tool upgrades to enhance efficiency.

2. Business Continuity & Risk Management

Support IT risk assessments by identifying service desk vulnerabilities (e.g., single points of failure).
Contribute to business continuity plans (e.g., backup procedures, failover protocols).

3. Budget & Resource Planning

Provide input on service desk budget needs (e.g., tools, training, staffing).
Assist in Capacity Monitoring (e.g., seasonal support demands, project-based workloads).

Technical & Behavioral Competencies

1. Service Now Tool Knowledge

Excellent knowledge on ServiceNow Tool
Assist in SNOW Reportings and analysis.

2. Knowledge & Innovation

Share best practices with agents to standardize support processes.
Pilot new technologies (e.g., AI chatbots, self-service portals) to improve user experience.
Stay informed about industry trends and recommend adoption.

3. Mentorship & Culture Building

Mentor IT Service Desk team.
Promote a culture of collaboration and continuous learning within the broader IT department.
Represent the service desk in company-wide initiatives (e.g., employee onboarding, digital transformation).

Specific Qualifications (if required)

ITIL V4 Certified

Skills Referential

Behavioural Skills : (Please select up to 4 skills)

Ability to collaborate / Teamwork

Decision Making

Communication skills - oral & written

Ability to deliver / Results driven

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Analytical Ability

Ability to manage a project

Ability to inspire others & generate people's commitment

Ability to anticipate business / strategic evolution

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 7 years

More Jobs at BNP Paribas

BNP Paribas is hiring For Senior Support Analyst!

Bengaluru

4 - 8 yrs

INR 10 - 19 Lacs

Senior Support Analyst

Bengaluru

4 - 8 yrs

INR 10 - 18 Lacs

Java Full Stack Developer - Looking For Immediate joiner

Chennai

6 - 11 yrs

INR 0 - 1 Lacs

BNP Paribas is looking For a Product Owner!

Chennai

8 - 13 yrs

INR 15 - 25 Lacs

Full Stack Engineer

Chennai, Tamil Nadu, India

Experience: Not specified

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.