Service Desk Team Lead

JOB DESCRIPTION FOR TeaM LEAD

Title: Team Lead Service Desk

Open Positions:

Work Location:Reliance Foundation Hospital

Work Timings: General Shift

Responsibilities:

Lead and manage the service desk team (CC and L1/L2 Engineers), providing guidance, support, and mentorship

Ensure high-quality service delivery by monitoring ticketing tools and ensuring tickets are assigned, prioritized, and resolved within defined SLA's

Collaborate closely with engineering teams to identify root causes of issues and implement effective solutions

Develop and implement best practices for incident management, problem management, change management, and knowledge management

Analyse service desk metrics to identify areas for improvement and track team performance

Act as an escalation point for complex issues or dissatisfied customers, ensuring timely resolution

Coordinate with other teams across the organization to ensure seamless communication and collaboration

Create training programs to enhance the technical skills of the service desk team members

Stay up-to-date with industry trends and advancements in service desk technologies

Coordination with Client and Geekay HO

Rostering of the Team and maintaining attendance records

Addressing the grievances of team members

Preparing, Presenting and maintaining daily, weekly & monthly MISreports to Client and Geekay HO.

Candidate Profile:

Experience:

6 -7 years (Total experience)

3 years (Relevant experience)

Qualification:

Diploma/B.Sc./BCA/B.E (with specialization in Telecom/IT/Computers/Electronics)

Requirements:

Prior experience as a Service Desk Team Lead or similar role is essential

Demonstrated expertise in using ticketing tools (e.g., Service Now) and managing end-to-end service desk operations

Strong technical background with knowledge of various operating systems, networking concepts, and IT infrastructure components

Excellent leadership skills with the ability to motivate a team towards achieving objectives

Exceptional problem-solving and decision-making abilities

Excellent communication and interpersonal skills to effectively interact with stakeholders at all levels

Ability to work under pressure and prioritize tasks in a fast-paced environment