Service Desk Lead
- Ahana Systems
- 8 - 13 years
- Ahmedabad
- 5 months ago
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Job Description
Dear Candidate,
Greetings from Ahana Systems & Solutions Pvt Ltd.
About Ahana: (www.ahana.co.in)
At Ahana, we drive intelligent transformation, aligning advanced technology with your businesss growth ambitions. With expertise spanning over 14 years and a dynamic team of professionals, weve become a trusted partner for organizations worldwide seeking IT services. Having partnered with over 100+ clients across diverse sectors such as logistics, banking, manufacturing, and more, were not just about technology; were about bringing a human touch to innovation. Ahanas comprehensive range of services includes Digital Transformation, Intelligent Automation Integration & Modernization, Business Intelligence & Analytics, and Platform Development & Management. Our clientele includes Enterprises, Fortune 500 companies, large private banks, leading logistics companies, and prominent manufacturing companies, among others. At Ahana, we do more than offer IT services; we build partnerships aimed at creating endless possibilities for your business. We understand that transformation is more than adopting new technologies; its about integrating responsible AI and smart solutions into the very fabric of your business, enabling growth and success. Our commitment to responsible AI and intelligent transformation is what sets us apart, ensuring that your business is not just prepared for whats next but is also shaping it. At Ahana, we believe in more than just delivering results; were passionate about creating opportunities for growth and innovation.
Responsibilities:
- Supervise and mentor service desk engineers.
- Manage ticket escalation workflows and liaise with IT teams
- Generate and present performance metrics and SLA reports
- Develop SOPs, training materials, and manage knowledge base
- Conduct capacity planning and scheduling
- Handle root cause analysis and drive corrective action
- Communicate updates and changes across teams and clients
Requirements:
- Bachelors in IT field
- 10+ years experience in support roles, including leadership exposure
- ITIL Foundation (or equivalent) certification preferred
- Expertise in using ITSM platforms (ServiceNow, Jira, etc.)
- Strong technical and communication skills
Preferred Skills:
- Experience in cloud services, Active Directory, endpoint support
- Stakeholder communication and client-facing abilities
- Ability to work under shift-based structure to support global operations
If interested, please send the resume to ro****m@ah****t.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Infrastructure Services - OtherEmployement Type: Full timeContact Details:
Company: Ahana SystemsLocation(s): Ahmedabad
Keyskills: service desk lead IT Service Desk Service Desk SDL
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