Service Desk Team Lead
- Betsol
- 2 - 7 years
- Bengaluru
- 3 months ago
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Job Description
- 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: Root cause analysis Staffing Analytical IT service desk Incident management Scheduling Continuous improvement JIRA Operations Service operations
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