IT Service Desk - Team Lead

Computacenter; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Computacenter in Bengaluru is seeking an experienced Service Desk lead to plan and organize work with autonomy, ensuring SLA targets are met and customer satisfaction remains high.

You will manage budgets, staffing, and resourcing while guiding the team through policies and continuous improvement initiatives in a 24/7 environment.

This role requires strong analytics, stakeholder engagement, and the ability to adapt to changing business needs within a dynamic IT services setup.

Qualifications

• 8–10 years of experience in service desk or IT operations.
• Bachelor's degree in information security, CS or related field (or equivalent work experience).
• Strong communication, analytical and stakeholder-management capabilities.
• Experience in budgeting, resource planning and SLA management.
• Proactive mindset withContinuous improvement focus.

Responsibilities

• Plan and organise own work with autonomy and accountability; meet SLA targets.
• Maintain and improve customer satisfaction through proactive service improvement.
• Understand and adhere to policies and procedures across the team.
• Manage budget and cost lines for the department.
• Oversee resourcing requirements and staffing needs.
• Foster continuous improvement within the team and processes.

Skills

MS Office

Workload prioritisation

Customer service

Data analysis

Interpersonal skills

Stakeholder management

Team collaboration

Communication skills

SAP knowledge

Coaching & mentoring

Process improvement

Independent worker

Prioritisation under pressure

Deputy Operations Manager

24/7 availability

Education

Bachelor's degree in information security, Computer Science, or related field

Job description

Life on the team

Are you passionate about Service desk Opportunities and ready to explore your capabilities?

Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development.

As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks.

We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking.

What youll do

• Roles at this level will plan and organise their own work, have substantial personal responsibility and autonomy, work under general direction and have a framework of accountability. Ensure Department meets SLA performance targets
• Maintain & improve Customer satisfaction levels
• Understand and adhere to policies and procedures
• Responsible maintaining budget/cost lines
• Responsible for management of resourcing requirements
• Ensure, Maintain & improve the Continuous Improvement mentality and level in the team

What you’ll need

• Produces and analyses management reports to allocate work and report on trends.
• Resolves customer escalation in a timely manner to avoid disruption and minimise business impact.
• Plans and distributes workload appropriately to ensure that business needs and deadlines are met.
• Provides clear, concise and relevant communication to ensure clarity of objectives and outputs required.
• Controls relevant costs lines in order to meet budgetary requirements.
• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
• Ensure team members are adequately trained, encourage development of skills, ensure backup structure is in place.
• Conduct performance reviews and 121 meetings in line with CC policies. Regular coaching, mentoring and timely feedback to team members in a professional way
• Responsible for management of resourcing requirements (attrition and retention)
• Governance of knowledge availability and quality of service
• Act as a role model for their direct reports
• Ensure the workload of incoming customer queries is distributed equally in the team and the workflows and queues are managed properly (via floorwalking, remote management, etc)

Experience & Education:

8 to 10 years of experience.

Bachelor’s degree in information security, Computer Science, or bachelor’s degree in a relevant field or equivalent work experience.

Skills:

• Advanced knowledge of Microsoft Applications
• Coordinates, organises and prioritises work activity for self and others
• Excellent proven customer service skills
• Excellent administrative skills and ability to analyse data and produce reports
• Excellent Interpersonal, literacy and numeracy skills
• Confidence building relationships with key stakeholder and senior management
• Team player with collaborative and supportive style
• Business focused oral and written communication skills
• Good (working) knowledge of relevant business systems e.g. SAP (new systems/ acceptance and promotion)
• Excellent coaching and communication skills with a proactive approach to solutions
• Raise and support improvements ideas (both on resource/environment/systems)
• Ability to do the job independently
• Ability to prioritize and work on tight timelines
• Ability to support operations manager in managing the account
• Ability to act as the deputy of the Operations Manager whenever required both internally and externally
• Open to work in a 24/7 work environment