Service Desk Lead

We're Hiring | Service Desk Leader / Service Desk Team Lead
Location - Vadodara
Time - 11:00 AM to 8:30 PM
Working - Monday to Friday

Virginia Transformer Corp
Virginia Transformer India is a part of one of the largest U.S.

-owned power transformer manufacturing groups, delivering reliable and innovative energy solutions across critical infrastructure sectors. With a strong focus on engineering excellence, advanced manufacturing, and continuous innovation, the organization plays a vital role in powering industries, utilities, renewable energy projects, and communities.

We are looking for a dynamic and experienced professional to join us as a:
Service Desk Leader / Service Desk Team Lead

This role acts as the key bridge between technical support teams, management, and end-users — ensuring seamless IT support operations, SLA compliance, and continuous service improvement.

Core Responsibilities
Team Leadership & Management:  Supervise and mentor Service Desk Analysts, manage shift patterns, and foster a quality-focused customer service culture.
Operational Oversight:  Manage the daily operations, including monitoring ticket queues (incidents and requests), assigning workloads, and ensuring proper categorization.
Escalation Point:  Act as the primary escalation point for high-priority or complex technical issues that cannot be resolved by initial support staff.
SLA & KPI Management:  Measure and meet Key Performance Indicators (KPIs), such as average resolution time and first-line fix rates.
Process Improvement:  Identify trends in support requests, analyze metrics, and implement improvements to workflows, documentation, and knowledge base articles.
Hardware/Asset Coordination:  Oversee the deployment and maintenance of ICT hardware (laptops, peripherals) and manage inventory.

Key

Skills and Qualifications

Experience:

Generally, requires 3–5+ years in IT support, with at least 1-2 years in a leadership or senior role.
Technical Knowledge:  Strong understanding of ITIL practices, IT infrastructure, and service desk software.
Leadership & Communication:  Proven ability to motivate a team and communicate effectively with stakeholders and users.
Problem-Solving:  Strong analytical skills for analyzing data to improve service, identify trends, and resolve issues efficiently.

Key Performance Indicators (KPIs)
A Service Desk Leader is often measured by:
First-line fix rate improvement.
Ticket resolution time.
Customer Satisfaction (CSAT) scores.
SLA compliance.

Typical Requirements
Bachelor's degree in information technology or a related field (or equivalent experience).
ITIL Certification (often preferred)