Service Desk Team Lead

Company Name:WillwareTechnologies

Role:Service Desk Team Lead

Experience:8 Years

Location: Mumbai

WorkMode:Onsite

We are looking for an experienced Service Desk Team Lead to lead and manage day-to-day Service Desk operations in a 24/7 environment. The ideal candidate should have strong experience in IT support incident and service request management SLA/KPI management team leadership and stakeholder communication.

• Lead and manage the Service Desk team to ensure timely resolution of incidents and service requests.
• Monitor ticket queues SLA adherence KPIs productivity and overall team performance.
• Act as the escalation point for critical incidents and major issues.
• Manage Incident Service Request and Problem Management processes in line with ITIL best practices.
• Coordinate with Infrastructure Application Network Security and Vendor teams for issue resolution.
• Manage major incident communication and stakeholder updates during outages.
• Conduct RCA for recurring and critical incidents and drive corrective actions.
• Plan shift schedules staffing workload allocation and coverage for a 24/7 support environment.
• Mentor train and evaluate Service Desk team members.
• Maintain SOPs process documentation knowledge articles and operational procedures.
• Track customer satisfaction and ensure a high level of service quality.
• Prepare and present management reports and dashboards covering SLA KPI ticket volumes incident trends and team performance.
• Identify opportunities for continuous service improvement and process optimization.
• Participate in Change and Release Management activities to minimize service disruptions.
• Ensure compliance with IT policies security requirements and audit standards.

• 8-12 years of overall experience in IT Support / Service Desk / IT Operations.
• Minimum 3 years of experience in a Service Desk Lead or Senior Service Desk role.
• Strong experience in Incident Management Service Request Management Problem Management and Major Incident Management.
• Good understanding of SLA KPI ticket management and service performance metrics.
• Experience managing and mentoring Service Desk teams.
• Experience working in a 24/7 shift-based support environment.
• Strong troubleshooting and escalation management skills.
• Good experience with ITSM tools such as ServiceNow BMC Remedy Jira Service Management or similar platforms.
• Strong stakeholder and vendor management skills.
• Good understanding of ITIL processes and best practices.
• Excellent communication leadership and decision-making skills.

Required Skills:

IT SupportService Desk LeadSenior Service Desk role.24/7 shift-based