Service Desk Lead- Bengaluru, IND-WKP

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

Job summary

Diversified, Bengaluru, seeks a Service Desk Lead to supervise daily operations, manage escalations, and drive performance across the service desk. You will mentor agents, coordinate staffing, and collaborate with multiple teams to ensure timely delivery of support services.

The role requires strong leadership, ITIL knowledge, and experience with complex tech environments including audio/video and digital signage systems. Excellent communication and proactive problem-solving are essential.

Qualifications

• Minimum 4 years of overall experience, with 2 years in Service Desk.
• Exposure to Control Systems, Audio, Video, Digital Signage, IT and/or Teleconferencing technologies (Cisco, BiAmp, Crestron, Samsung, QSC).
• Advanced troubleshooting skills for listed technologies (Audio/DSP, Projection/Display/digital signage, Unified Communications, Network Monitoring software).
• Proven ability to lead both physical and virtual teams.
• Experience with third party-provided services.
• Knowledge of ITIL fundamentals and service delivery disciplines.

Responsibilities

• Lead the Service Desk operations, manage daily activities, assign tasks, and handle escalations.
• Monitor performance metrics, analyze trends, and optimize service desk operations.
• Provide guidance to Tier 1 agents and offer hands-on coaching when needed.
• Ensure adherence to SLAs and effective stakeholder communication.

Skills

Team Leadership

Process Management

Performance Monitoring

Escalation Handling

Service Level Compliance

Stakeholder Communication

Cross-Team Collaboration

Process Improvement

Training & Development

Hands-on Coaching

Knowledge Sharing

ITIL Principles

People Management

Stakeholder Management

Task Prioritization

Problem-Solving

Verbal & Written Communication

Education

Bachelor’s degree

Job description

Job Summary:

The Service Desk Lead is a leadership role within the Service Desk team. This individual will be responsible for representing the process within Service Operations, managing daily activities, reviewing and assigning tasks, handling escalations, and ensuring the timely completion of all required deliverables. When necessary, the Lead is also expected to perform functional tasks directly. Additionally, they will oversee shift management and collaborate with the Team Manager to ensure effective staffing and coverage

Job Responsibilities:

• Team Leadership & Process Management – Oversee team operations, ensuring efficiency and alignment with business goals
• Performance Monitoring – Track key metrics, analyze trends, and optimize service desk performance
• Escalation Handling & Support – Manage complex issues and provide guidance to Tier 1 agents
• Service Level Compliance – Maintain adherence to SLAs to meet business expectations
• Stakeholder Communication – Keep management and teams informed on ticket statuses
• Cross-Team Collaboration – Coordinate with multiple teams for issue resolution
• Process Improvement & Audits – Identify inefficiencies and implement workflow enhancements
• Training & Development – Mentor team members on troubleshooting and communication best practices. Design and execute structured training programs
• Hands-on Coaching & Upskilling – Facilitate real-world training scenarios
• Collaborative Learning & Knowledge Sharing – Drive team huddles and knowledge-sharing initiatives

Education/Certifications:

• Bachelor’s degree
• Certifications pertinent to technology area(s) of expertise (preferred)

Required/Desired Knowledge, Experience and Skills:

• Minimum 4 years of overall experience, with 2 years in Service Desk
• Exposure on Control Systems, Audio, Video, Digital Signage, IT and/or Teleconferencing technologies (ie Cisco, BiAmp, Crestron, Samsung, QSC)
• Advanced level troubleshooting skills specific to technology area(s) of expertise, such as-
  • Audio / DSP
  • Projection, Display, and digital signage systems
  • Unified Communications
  • Network Monitoring software (Auvik/Automate/Meraki/RMS/ECM
• Proficiency in leading both physical and virtual teams
• Experience in dealing with third party-provided services
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Fundamentals of ITIL (Information Technology Infrastructure Library) principles
• People management and leadership Skills
• Stakeholder management Skills
• Capacity to train and guide team members.
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills