5 - 7 Years
2 Openings
Hyderabad

We are seeking a highly skilled and experienced Service Desk Lead to oversee our service desk operations. The ideal candidate will have a proven track record of leading teams, managing service desk activities, and ensuring high levels of customer satisfaction. This role requires strong leadership, excellent communication skills, and a deep understanding of IT service management best practices.

Key Responsibilities:

• Lead and manage the service desk team, ensuring efficient and effective resolution of IT issues.
• Develop and implement service desk policies, procedures, and standards.
• Monitor and report on service desk performance metrics and KPIs.
• Provide coaching, mentoring, and professional development opportunities for team members.
• Collaborate with other IT teams to ensure seamless service delivery.
• Handle escalations and ensure timely resolution of complex issues.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Manage service desk resources, including staffing, scheduling, and budgeting.
• Stay updated with the latest industry trends and technologies to continuously improve service desk operations.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 4 years of experience in a leadership role within a service desk environment.
• Overall 8+ years of experience in IT service management.
• Strong knowledge of ITIL or other IT service management frameworks.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Ability to handle high-pressure situations and make sound decisions.
• Proficiency in service desk software and tools.

Preferred Qualifications:

• ITIL certification or equivalent.
• Experience with remote and on-site team management.
• Familiarity with various ITSM tools and platforms.

Service desk, IT Support, Technical support