Service Desk Team Lead
- Betsol
- 2 - 7 years
- Bengaluru
- 3 months ago
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Job Description
Lead the Service Desk function: manage daily operations, ownership of ticket queues and SLAs, mentorship of staff, and close collaboration with SMEs and other IT teams to achieve high levels of customer satisfaction.
Responsibilities:
- Supervise and mentor Service Desk staff; provide coaching, training and performance feedback.
- Own daily ticket queue management, ensure SLA targets are met and apply escalations appropriately.
- Coordinate with application and infrastructure SMEs for incident resolution and root cause analysis.
- Prepare weekly and monthly service reports and present operational metrics to management.
- Drive continuous improvement, develop runbooks, and oversee onboarding and knowledge-transfer activities.
- Manage staffing, scheduling and shift coverage to meet operational needs.
- Participate in Critical Incident Management and ensure effective communications with stakeholders.
- Maintain process documentation and support audits.
- Bachelor s Degree in IT or equivalent experience preferred.
- 3 5 years experience in IT Service Desk operations with at least 1 2 years in a lead or supervisory role.
- Experience with ITSM tools such as ServiceNow or Jira and ITIL processes.
- Strong leadership, mentoring, and communication skills.
- Proven experience in reporting and metrics-driven service operations.
- Strong analytical, and documentation skills.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: BetsolLocation(s): Bengaluru+ View Contact
Keyskills: escalations team management networking it service desk root cause analysis change management technical support service desk operations service desk management itsm active directory incident management team leading microsoft windows it helpdesk itil
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