Service Desk Team Lead

Service Desk Lead

Project Role : Service Desk Lead
Project Role Description : Oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA. Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge. Maintain efficient service desk operations.
Must have skills : Agile Project Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As a Service Desk Lead, you will oversee first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within the established service level agreements. Your typical day will involve managing the scheduling coverage of the team, setting operational goals, and keeping the team informed with the necessary customer-specific knowledge. You will also maintain efficient service desk operations, ensuring that the team is equipped to provide high-quality support to users and stakeholders.

Roles & Responsibilities:
- Expected to be an SME.
- Collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Facilitate training sessions to enhance team skills and knowledge.
- Monitor performance metrics and implement improvements to enhance service delivery.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Agile Project Management.
- Strong understanding of project management methodologies and frameworks.
- Experience with team collaboration tools and software.
- Ability to analyze and improve service desk processes.
- Excellent communication and interpersonal skills.

Additional Information:
- The candidate should have minimum 7.5 years of experience in Agile Project Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.