Lead Service Desk_Edl

Neurealm Company; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Darwinbox Digital Solutions Pvt. Ltd. in Chennai seeks a Service Desk Lead to manage day-to-day operations, mentor analysts, and ensure a high level of client satisfaction. The role emphasizes incident management, reporting, and ITIL-aligned best practices to optimize service delivery.

The ideal candidate demonstrates strong leadership and communication skills, proficiency with ServiceNow and Windows/macOS environments, and the ability to work effectively in a fast-paced setting.

Qualifications

• Experience leading a Service Desk or IT support team.
• Strong communication and customer-centric service delivery.
• Proven ability to mentor peers and manage incidents end-to-end.

Responsibilities

• Lead day-to-day operations of the Service Desk and ensure SLA adherence.
• Guide and mentor Service Desk Analysts; manage incident workflows and reporting.
• Engage with clients to resolve complex issues and ensure satisfaction.
• Standardize operations and implement ITIL-aligned best practices.
• Generate reports on ticket metrics, trends, and service performance.
• Serve as escalation point for technical and customer service issues.
• Contribute to knowledge base and troubleshooting procedures.
• Participate in scheduling and workload management for coverage.

Skills

Leadership

Communication

Customer focus

Technical aptitude

Team mentorship

Incident management

Reporting

Client facing

ITIL

Independent work

Tools

ServiceNow

Windows AD

Exchange Server

Office 365

Entra

Endpoint

Jamf Pro

macOS domain integration

Job description

•Strong technical aptitude, excellent leadership and communication skills, and a customer-centric approach.

•Knowledge in Windows AD

•Knowledge in Exchange Server / Office 365 / Entra / Endpoint / Jamf pro

•Cross functional Knowledge in macOS with Windows Domain

•Knowledge in User Permissions / Access Restriction for Domain Accounts

•Ensure 100% availability of resources as per SOW

•Standardize the Service Desk operations and implement best practices.

•Handling team effectively and managing client reports.

•The Lead will be responsible for the day-to-day operations of the Service Desk, ensuring efficient and effective support to our external client.

•The Lead will be responsible for guiding and mentoring Service Desk Analysts, managing incident and request workflows, generating insightful reports on Service Desk performance, and directly engaging with clients to resolve complex issues and ensure satisfaction.

Technical Primary Skills (Preferred)

•Knowledge in Troubleshooting OS / Hardware related Issues

•Knowledge in Troubleshooting Application Related issues

•Knowledge in Remote Support for Windows / macOS users with appropriate Tools

•Knowledge of MS Office products (word, excel, PowerPoint, Outlook)

Technical Secondary Skills (Preferred)

•Knowledge in macOS / Application Troubleshooting

Team Leadership and Mentorship:

•Provide leadership, guidance, and mentorship to a team of Service Desk Analysts.

•Foster a positive and collaborative team environment focused on delivering exceptional service.

•Assist in onboarding and training new team members.

•Monitor individual and team performance, providing constructive feedback and coaching for improvement.

•Delegate tasks and responsibilities effectively within the team.

•Act as an escalation point for complex technical and customer service issues.

•Contribute to team scheduling and workload management to ensure adequate coverage.

Incident and Request Management:

•Oversee the efficient and effective handling of all incidents and service requests according to established SLAs.

•Ensure accurate logging, categorization, prioritization, and resolution of tickets within the Service Desk system.

•Monitor ticket queues and proactively address potential bottlenecks.

•Contribute to the development and maintenance of knowledge base articles and troubleshooting procedures.

•Participate in problem management activities to identify root causes of recurring issues and implement permanent solutions.

•Ensure adherence to ITIL best practices and internal Service Desk best practices.

Report Generation and Analysis:

•Generate regular and ad-hoc reports on key Service Desk metrics (e.g., ticket volume, resolution times, SLA adherence, first-call resolution, customer satisfaction) and BAU Projects.

•Analyze report data to identify trends, areas for improvement, and potential risks.

•Present findings and recommendations to the Service Desk.

•Contribute to the development of dashboards and visualizations to effectively communicate Service Desk performance.

•Track and report on the effectiveness of implemented improvements.

Client Facing and Communication:

•Serve as a point of contact for escalated client issues, providing timely and effective communication and resolution.

•Build strong relationships with key stakeholders and end-users.

•Proactively communicate service disruptions, planned maintenance and other relevant information to clients.

•Gather end users feedback through surveys and direct interaction to identify areas for service improvement.

•Ensure a high level of customer satisfaction through professional and empathetic communication.

•Participate in client meetings and presentations is mandatory.

Other Responsibilities:

•Contribute to the development and implementation of Service Desk policies and procedures.

•Stay up to date with relevant technologies and industry best practices.

•Participate in projects and initiatives related to Service Desk improvements and technology implementations.

•Perform other duties as assigned by the Service Desk Manager.

•Proven experience in a leadership or senior analyst role, demonstrating the ability to guide and mentor others.

•Proficiency in using Service Desk ticketing systems ServiceNow.

•Strong analytical and problem-solving skills with the ability to interpret data and generate meaningful reports.

•Strong client-facing and interpersonal skills with a focus on customer satisfaction.

•Ability to work independently and as part of a team in a fast-paced environment.