Lead-Service Desk

Job Code # 167

Job Location-  Hyderabad

Salary- 6 LPA to 10 LPA

Key skills-
a) Minimum of 1 years as a Service Desk Team Lead is mandatory
b) Should have an overall experience of Min 4 years into Service Desk/L1 Support
c) Should have hands on experience on Active Directory
d) Strong knowledge of IT service management (ITSM) principles, processes, and tools is required

Job Description-
• A minimum of 1 years as a Service Desk Lead is mandatory.
• The Service Desk Lead is responsible for managing and coordinating the activities of the service desk team
• They are responsible for ensuring the efficient and effective delivery of IT support services to internal and external customers
• The Service Desk Lead will oversee the resolution of incidents and service requests, monitor service levels, and ensure customer satisfaction
• They will also be responsible for managing and developing the service desk team members
• Provide leadership and guidance to the service desk team, ensuring efficient and effective delivery of IT support services
• Oversee the resolution of incidents and service requests within defined service levels, ensuring timely and accurate responses to customer inquiries
• Monitor service levels and key performance indicators (KPIs) to ensure that targets are met or exceeded
• Manage and prioritize incoming support requests, assigning tickets to team members and ensuring appropriate resources are allocated
• Coach, mentor, and develop service desk team members, providing ongoing training and performance feedback
• Conduct regular performance evaluations for team members, addressing any performance issues and recognizing achievements
• Maintain and update the service desk knowledge base, ensuring that it contains accurate and up-to-date information for reference by the team
• Identify areas for service improvement and implement process enhancements to optimize service delivery
• Collaborate with other IT teams and stakeholders to resolve complex technical issues and ensure effective communication and coordination
• Develop and maintain service desk procedures, policies, and standards in line with industry best practices
• Stay up-to-date with industry trends and advancements in service desk technologies and tools, making recommendations for their implementation as appropriate
• Prepare reports and metrics on service desk performance, including incident trends, customer satisfaction, and team productivity
• Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience)
• Proven experience in a service desk or technical support role, with at least 2 years in a leadership or supervisory capacity
• Strong knowledge of IT service management (ITSM) principles, processes, and tools
• Excellent problem-solving and troubleshooting skills, with the ability to handle complex technical issues
• Exceptional customer service and interpersonal skills, with the ability to build strong relationships with customers and team members
• Strong communication skills, both verbal and written, with the ability to convey technical information to non-technical users
• Ability to work well under pressure and manage multiple priorities in a fast-paced environment
• Familiarity with the ITIL (Information Technology Infrastructure Library) framework and its processes is preferred
• Proficiency in using service desk software, ticketing systems, and remote support tools