Service Desk Lead

Service Desk Manager

Lead and manage service desk operations to deliver high-quality infrastructure support services. Drive service delivery excellence, team performance, and customer satisfaction in a fast-paced environment. Oversee process implementation, automation, and continuous improvement initiatives.

Requirements/Must Have:

• 7–10 years of overall experience with at least 2+ years in IT operations or team management roles.
• Strong experience in managing service desk or infrastructure support teams.
• Expertise in ITIL processes and service delivery frameworks.
• Strong leadership, decision-making, and team-building skills.
• Experience in SLA management and service performance monitoring.
• Excellent written and verbal communication skills.
• Ability to work in a 24/7 environment with flexible timings.

Responsibilities:

• Deliver managed services and ensure adherence to service delivery standards and processes.
• Build, manage, and develop teams across people, process, and technology domains.
• Maintain strong customer relationships and ensure high levels of satisfaction.
• Monitor and control infrastructure service delivery and ensure compliance with methodologies.
• Drive service expansion and identify transformation opportunities.
• Implement and optimize ITIL processes and automation in service delivery.
• Manage resource utilization, attrition, and team performance.
• Ensure audit readiness and compliance with security standards.
• Conduct regular service and process audits.
• Drive employee engagement, training, and career progression.
• Manage SLA performance and collaborate with technical leads and service owners.
• Ensure continuous service improvement and operational excellence.

Skills:

• Strong people management and leadership skills.
• Process definition and implementation expertise.
• Customer relationship management.
• Analytical and problem-solving abilities.
• Ability to work in high-pressure environments.

Qualification And

Education:

• Bachelor’s degree in Engineering, Computer Applications, or related field preferred.