Lead, Service Desk

Zones, LLC; Bengaluru; On-site; INR 990,000 - 1,210,000; Full time

Benefits offered by this job

Medical Insurance

Life & Disability Cover

Flexible Leave Policy

Job summary

Zones, LLC in Bengaluru, India is seeking a Lead, Service Desk to oversee the service desk operations, incident resolution, and SLA delivery. You will act as SME for Mac OSX, iOS, O365, Windows, AD, Citrix Workspace, and collaborate with the client and project manager to meet timelines.

The role requires ITIL knowledge, 4+ years in ITSM leadership, and strong mentoring skills; you will drive improvements, reporting, and audits while ensuring high customer satisfaction.

Qualifications

• Bachelor's degree in CS/IS or related field.
• Minimum 4 years in ITSM-based service desk leadership.
• ITIL v3+ certification or equivalent experience.
• Working knowledge of Mac OSX and Windows 7/10, Office 365 & Microsoft AD.
• Experience with MFA and ServiceNow.
• Knowledge of Citrix OneAuth/VDI.

Responsibilities

• Lead day-to-day service desk operations and ensure SLA achievement.
• Maintain up-to-date knowledge articles and guide the team.
• Oversee scheduling and desk coverage; manage escalations.
• Serve as SME for Mac OSX, iOS, O365, Windows, AD, Citrix; provide solutions.
• Provide monthly/quarterly/annual reporting to stakeholders.
• Mentor peers and drive process improvements.

Skills

ITSM Leadership

ITIL v3+

Mac OSX

Windows 7/10

Office 365

Active Directory

ServiceNow

Citrix OneAuth/VDI

Multi-Factor Authentication

Education

Bachelor's degree in CS/IS

Tools

ServiceNow

Citrix

Microsoft AD

Job description

Lead, Service Desk

Location: Bangalore, India

Salary Range: INR -1100000 Annually

Date Posted:Sep 25, 2026

Description

Company Overview:

When it comes to IT solution providers, there are many choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's only one: Zones - First Choice for IT.TM

Zones is a global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & DataCenter, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that transform the way business operate ensuring whatever they need, they can consider it done, follow Zones, LLC on Twitter (Zones), LinkedIn, and Facebook.

Position Overview

The Service Desk Team Lead has the responsibility for leading the day-to-day operation of the service desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritization, escalations & resolutions of incidents and requests. The Service Desk Team Lead is responsible for making sure that the help desk team delivers flawless customer service in managing incident restoration, service level agreements and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to. They will act as an SME for Mac OSX, iOS, O365, Windows 10, Active Directory, Citrix Workspace, Multifactor Authentication and provide service solutioning support when needed.

What you'll do as the Team lead - Service Desk:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Leading the day-to-day success of the service desk.
• Ensuring knowledge articles are up to date and accurate.
• Ensuring coverage at the desk by overseeing scheduling and managing call outs.
• Ensuring Proper Response is given for Level I and Level II Service Desk Incidents and Requests where appropriate.
• Serve as the point of contact for all Customer Support communications and report to the Project Manager to ensure all concerns are addressed on time.
• Serve as the liaison between Zones & The client.
• Handling management & client escalations via phone, emails & chat with a sense of urgency.
• Ensuring work is progressing on time and according to deadlines set by the Service Desk Manager.
• Working with the Service Desk Analysts to ensure the team is trained, up to date on technology and pursuing personal development growth.
• Identifying Gaps in Team Policy & Procedures andprovidefeedback on improvements
• Serve as the Subject Matter Expert (SME) in Incident Management and Ticket Handling while driving the team to consistently achieve and exceed SLAs through proactive leadership and responsive action in a dynamic environment.
• Provide reporting and metrics for Customer Support Activities on a monthly, quarterly and annual basis (Call metrics, Response times,Application uptime,etc) to both analysts and the Service Desk Manager.
• Issue instructions, sets expectations, assigns duties toCustomerSupport team and monitors progress ensuring successful execution of daily deliverables.
• Contributes to documentation effort of team initiatives (Processes, Operational Docs, etc.)
• Participate in internal and external audits as necessary.
• Maintains strategic focus on building strong relationships with Client, understanding their needs, and delivering quality solutions and/or processes that support key business needs.
• Partnering with management to achieve & exceed monthly, quarterly & yearly team goals.
• Mentoring peers & newly hired associates.

What you will bring to the team:

• Minimum of abachelor's degree(BCA, Dip.IT/CS,Eng. CS/IS).
• A minimum of 4 years' experience in a similar ITSM Based service desk Leadership Role.
• Experience or certification with ITIL version 3 & above.
• Working knowledge of Mac OSX and Windows 7, 10, Office 2016, Office 365 and Microsoft Active Directory.
• Working Knowledge on Multi Factor Authentication (Microsoft & RSA).
• Working Knowledge on ServiceNow.
• Working Knowledge on Citrix One Auth, Citrix VDI, Citrix Any-Connect.

Zones offers a comprehensive Benefits package:

While we're committed to providing top-tier solutions, we're just as committed to supporting our own teams. We offer a competitive compensation package where our team members are rewarded based on their performance and recognized for the value they bring into our business. Our team members enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Group Term Life and Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life.

At Zones, work is more than a job - it's an exciting career immersed in an inventive, collaborative culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

All qualified applicants will receive consideration for employment and will not be discriminated againston the basis ofrace,color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.