Job Title: Senior Service Desk Associate / Service Desk Team Lead
Experience: 10+ Years
Location: Bangalore (Hybrid / Remote)
Role Overview
We are seeking an experienced Service Desk Team Lead to manage and scale our IT support operations. The ideal candidate will lead a team of 10+ service desk specialists, ensure high-quality service delivery, and drive operational excellence through RCA analysis, MIS reporting, KPI monitoring, and ITIL-based best practices.
This role requires a strong combination of technical expertise, leadership skills, and stakeholder management to ensure efficient service desk operations and continuous improvement.
Key Responsibilities
1. Team Leadership & Management
- Lead, mentor, and manage a team of 10+ Service Desk specialists.
- Define team objectives, monitor KPIs, and conduct performance evaluations.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Provide guidance, training, and escalation support to team members.
2. Incident & Escalation Management
- Oversee incident lifecycle management including L1, L2, and L3 escalations.
- Ensure effective Root Cause Analysis (RCA) for recurring incidents.
- Monitor and enforce SLA compliance and improve overall customer satisfaction.
- Coordinate with cross-functional IT teams to resolve complex technical issues.
3. MIS, RCA & KPI Reporting
- Develop, maintain, and present MIS reports and KPI dashboards for leadership.
- Analyze service desk metrics to identify trends, risks, and process gaps.
- Recommend and implement process improvements to optimize operations.
- Utilize AI-driven analytics for predictive issue detection and trend analysis.
4. Process Governance & Stakeholder Engagement
- Ensure service desk operations align with ITIL best practices.
- Collaborate with IT leadership and business stakeholders for service improvements.
- Maintain and standardize documentation, SOPs, and knowledge base articles.
- Support governance, audits, and compliance requirements.
Skills & Qualifications
Education
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Experience
- 10+ years of IT Service Desk / Technical Support experience.
- Minimum 3+ years in a Service Desk Team Leadership role.
Technical Skills
- Strong understanding of ITIL frameworks (Incident, Problem, and Change Management).
- Hands-on experience with RCA, MIS reporting, and KPI monitoring.
- Proficiency in ITSM tools such as ServiceNow, Jira, BMC Remedy, or similar platforms.
- Familiarity with AI-enabled ITSM solutions and workflow automation.
Soft Skills
- Strong people management and leadership capabilities.
- Excellent stakeholder communication and conflict resolution skills.
- Ability to manage multiple priorities in a fast-paced environment.
Certifications (Preferred)
- MCSE, CompTIA A+, or equivalent certifications.
Nice to Have
- ITIL Intermediate or ITIL Expert certification.
- Knowledge of Cloud Platforms (Azure, AWS, GCP).
- Experience in setting up or scaling Service Desk operations.
