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Progressive Infotech

IT Service Desk Team Lead

Progressive Infotech
Gurugram
4-8 Years

This job is no longer accepting applications

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  • Posted 2 months ago
  • Over 50 applicants

Job Description

Role & responsibilities

Profile- Service Desk Team Lead

Location-Gurgaon (Sector 38)

Experience- 4 Years- 8 Years

Shift-rotational shift

working days- 6 Days working

Package- Maximum 30 CTC

JD - Service Desk Team Leader IT

The IT Service Desk Team Leader oversees the performance and strategic operations of the service desk function, ensuring the delivery of efficient, high-quality IT support aligned with organizational goals. This role combines operational leadership with data-driven service improvement, focusing on:

  • Team Leadership & Talent Development: Supervises daily team operations, builds a high-performance culture, and drives continuous learning through coaching and mentoring.
  • Operational Excellence: Ensures smooth incident and request management based on ITIL standards, while leading root cause analysis, knowledge management, and after-action reviews.
  • Performance & Reporting: Leverages service desk analytics (e.g., SLA, FCR, resolution time) to identify trends, optimize workflows, and enhance user satisfaction.
  • Stakeholder Engagement: Acts as a key escalation point and communication bridge between IT and business stakeholders, ensuring transparency and responsiveness.
  • Tool & Process Optimization: Manages ITSM platforms (e.g., ServiceNow, Jira) to enable automation, efficiency, and audit compliance.
  • Crisis Management & Project Support: Leads response during major incidents and partners cross-functionally to support system rollouts and strategic IT initiatives.

This role is pivotal in aligning frontline IT service delivery with business continuity, user satisfaction, and long-term digital transformation objectives.

More Info

Job Type:
Permanent Job
Industry:
Information Technology
Role:
Technical Support Engineer
Function:
IT
Employment Type:
Full time
Open to candidates from:
Indian

About Company

Progressive Infotech

Progressive Infotech is a leading provider of Transformation Services which spans across Cloud, Digital and Operations. We have been reinventing ourselves to remain relevant to the global marketplace and bring significant value to our clients engagements.
With its robust delivery process and Integrated Quality Management System certified for ISO 9001:2008, ISO 20000-1:2005, as well as ISO 27001: 2005 standards and Governance models based on COBIT, Progressive is constantly redefining the way services are being delivered and consumed by our clients across the globe with assurance on sharper experience and superior outcomes.
Founded in the year 1998, Progressive’s presence has grown to over 130+ locations with 1200+ associates spread across India, USA and the Middle East.
Progressive Infotech also has ventured into international market through subsidiaries in USA and Middle East, to cater to the North America, Middle East, and African markets. For its globally distributed customers, Progressive has set up a state-of-the-art Hybrid NOC at its sprawling facility in NOIDA, the National Capital Region of Delhi.
With over 27 years of experience across various Industry verticals, Progressive has traversed the journey from being a large VAR to a Cloud, Digital and Operations Transformation Services Company today. Our focus is to help our customers maximize returns on their existing IT investments, help manage the IT as well Transform IT to align with the constantly changing demands of their business. We differentiate through our agile, flexible, and razor-sharp focus on customer experience.

Job ID: 114455779

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Last Updated: 24-09-2025 10:33:03 AM
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