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Job Description & How to Apply Below
Birlasoft, a powerhouse where domain expertise, enterprise solutions, and digital technologies converge to redefine business processes. We take pride in our consultative and design thinking approach, driving societal progress by enabling our customers to run businesses with unmatched efficiency and innovation. As part of the CK Birla Group, a multibillion-dollar enterprise, we boast a 12,500+ professional team committed to upholding the Group's 162-year legacy.
Our core values prioritize Diversity, Equity, and Inclusion (DEI) initiatives, along with Corporate Sustainable Responsibility (CSR) activities, demonstrating our dedication to building inclusive and sustainable communities. Join us in shaping a future where technology seamlessly aligns with purpose.
Position:
Service Desk Lead
Location:
Pune
Department: IT Support / Service Operations
Employment Type:
Full-time
Role Overview
The Service Desk Lead is responsible for overseeing daily operations of the IT Service Desk team, ensuring timely resolution of technical issues, maintaining service quality, and driving process improvements. This role requires strong leadership capability, technical expertise, and the ability to manage stakeholders in a dynamic environment.
Key Responsibilities
- Lead and mentor a team of Service Desk Analysts, ensuring performance, development, and adherence to SLAs.
- Oversee day-to-day service desk operations, incident management, and request fulfillment.
- Serve as an escalation point for complex technical issues related to hardware, networking, applications, and Identity & Access Management.
- Monitor ticket queues, prioritize tasks, and ensure high-quality customer experience.
- Collaborate with cross‑functional teams and stakeholders to resolve recurrent issues and enhance service delivery.
- Utilize ITIL best practices to optimize workflows and maintain process compliance.
- Prepare and deliver analytical reports and dashboards using Service Now and Advanced Excel.
- Create professional PowerPoint presentations for leadership reviews and operational discussions.
- Ensure consistent communication, documentation accuracy, and knowledge-base updates.
- Support audits, compliance requirements, and continuous improvement initiatives.
- Adapt and respond effectively to changing environments, technologies, and business needs.
Required
Skills & Qualifications
- Strong understanding of ITIL framework (ITIL v4 certification preferred).
- Proven experience in Service Desk or IT support leadership roles.
- Excellent command of English with strong verbal and written communication skills.
- Advanced proficiency in Excel, PowerPoint, and Service Now reporting.
- Strong troubleshooting skills across hardware, network, applications, and IAM.
- Experience in remote desktop support environments.
- Demonstrated ability to manage teams, stakeholders, and high-pressure situations.
- Ability to work in a fast-paced, dynamic, and evolving environment.
Preferred Qualifications
- Experience working in enterprise IT environments.
- Certifications in IT support domains (CompTIA, Microsoft, etc.).
- Hands-on experience with automation or workflow enhancements in Service Now.
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