Team Lead - Service Desk @ Geekay Infotech

• Lead and manage the service desk team (CC and L1/L2 Engineers), providing guidance, support, and mentorship

• Ensure high-quality service delivery by monitoring ticketing tools and ensuring tickets are assigned, prioritized, and resolved within defined SLAs

• Collaborate closely with engineering teams to identify root causes of issues and implement effective solutions

• Develop and implement best practices for incident management, problem management, change management, and knowledge management

• Analyse service desk metrics to identify areas for improvement and track team performance

• Act as an escalation point for complex issues or dissatisfied customers, ensuring timely resolution

• Coordinate with other teams across the organization to ensure seamless communication and collaboration

• Create training programs to enhance the technical skills of the service desk team members

• Stay up-to-date with industry trends and advancements in service desk technologies

• Coordination with Client and Geekay HO

• Rostering of the Team and maintaining attendance records

• Addressing the grievances of team members

• Preparing, Presenting, and maintaining daily, weekly & monthly MIS reports to Client and Geekay HO.

Candidate Profile :

Experience:

• 6 -7 years (Total experience)

• 3 years (Relevant experience)

Qualification:

• Diploma/B.Sc./BCA/B.E (with specialization in Telecom / IT / Computers / Electronics)

Requirements:

• Prior experience as a Service Desk Team Lead or similar role is essential

• Demonstrated expertise in using ticketing tools (e.g., Service Now) and managing end-to-end service desk operations

• Strong technical background with knowledge of various operating systems, networking concepts, and IT infrastructure components

• Excellent leadership skills with the ability to motivate a team towards achieving objectives

• Exceptional problem-solving and decision-making abilities

• Excellent communication and interpersonal skills to effectively interact with stakeholders at all levels

• Ability to work under pressure and prioritize tasks in a fast-paced environment