Lead, Service Desk

Zones India; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Medical Insurance Coverage

Group Term Life and Personal Accident

Job summary

Zones India is seeking a Service Desk Team Lead to drive daily service desk operations, ensuring SLA compliance and timely incident resolution. You will oversee scheduling, escalations, and SME guidance for Mac OSX, Windows, O365, and AD, while reporting to the Project Manager.

The role requires ITIL certification, 4+ years in ITSM leadership, and hands-on experience with ServiceNow and Citrix tools. Strong client liaison and mentoring skills are essential.

Qualifications

• Bachelor's degree or equivalent in IT/CS.
• 4+ years in ITSM service desk leadership role.
• ITIL v3 or higher certification.
• Strong knowledge of Mac OSX and Windows (7/10/11) and Office 365.
• Experience with Multi-Factor Authentication.
• Familiarity with ServiceNow, Citrix One Auth/VDI/Any-Connect.

Responsibilities

• Lead day-to-day service desk operations and ensure SLA adherence.
• Oversee scheduling, coverage, and escalation handling.
• Act as SME for incident management and ticket handling, guiding Level I–II resolutions.
• Coordinate with client and project manager to address concerns promptly.
• Mentor analysts and drive training to keep the team up-to-date.

Skills

ITIL

Leadership

Mac OSX knowledge

Windows knowledge

Active Directory

MFA knowledge

Education

Bachelor's degree (BCA, Dip.IT/CS, Eng. CS/IS)

Tools

ServiceNow

Citrix

Active Directory

Office 365

Job description

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 & Data Center, 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:

• 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 and provide feedback 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 to Customer Support 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 a bachelor’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 against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.