Team Lead - IT Service Desk

Location - Pune

Experience- 3-5 Years

Position Title: Team Leader IT Service Desk

Location: Pune

About the Role

The Team Leader IT Service Desk will be responsible for managing a team of service desk analysts, ensuring efficient handling of incidents and service requests. This role requires strong leadership, operational excellence, and communication skills to maintain service quality, drive continuous improvement, and ensure adherence to ITIL processes. The candidate will also act as an escalation point for high-priority issues and work closely with stakeholders to deliver exceptional support experiences.

Shift Availability

Morning / Afternoon / Evening / Night

Rotational shifts including weekends

Key Responsibilities

1. Team Management

Lead a team of service desk analysts to ensure timely and effective resolution of incidents and service requests.

Allocate tasks and monitor queue performance, SLAs, and First-Call Resolution (FCR) rates.

Conduct daily briefings, huddles, and performance reviews.

Manage rosters, leaves, and shift handovers to maintain uninterrupted support coverage.

Coach and mentor team members to improve both technical and soft skills.

2. Operational Excellence

Ensure compliance with ITIL processes including Incident, Request Fulfilment, Change, and Problem Management.

Drive improvements in ticket quality, root cause documentation, and escalation processes.

Conduct quality audits of tickets and provide feedback to the team on improvement areas.

Connect with end-users to gather CSAT feedback and enhance service delivery.

Serve as the escalation point for high-priority incidents, ensuring timely resolution or escalation to L2/L3 teams.

Participate in bridge calls during major incidents and ensure accurate and timely communication.

3. Stakeholder & Communication Management

Liaise with business users, IT SPOCs, and regional deskside teams for issue resolution and updates.

Prepare and present performance reports, incident trends, and service improvement recommendations to management.

Required Skills & Qualifications

Education

Bachelor's degree in Computer Science, Information Technology, or a related discipline.

Experience

35 years of experience in an IT Service Desk environment.

Minimum 12 years in a team lead or supervisory position.

Knowledge

Strong understanding of the ITIL framework (certification Mandatory).

Skills

Excellent communication, coordination, and problem-solving abilities.

Strong leadership and team-management capabilities.

Ability to multitask, prioritize under pressure, and manage escalations effectively.

Tools

Hands-on experience with ticketing tools such as ServiceNow, BMC Remedy, or Freshservice.

Other Requirements

Willingness to work in 24/7 rotational shifts.

Preferred Qualifications

ITIL v4 Foundation Certification (Mandatory).