Service Desk Lead- Bengaluru, IND-WKP

Diversified; Bengaluru; On-site; INR 1,800,000 - 2,100,000; Full time

Benefits offered by this job

Multiple medical plan for self and 가족

Company paid Life/AD&D Insurance

Short-Term and Long-Term Disability

Paid Time Off and Holidays

Commuter & Shift Benefits

Job summary

Diversified is seeking a Service Desk Lead in Bengaluru to represent the Service Operations process, manage daily activities, review and assign tasks, handle escalations, and ensure timely completion of deliverables. The Lead will also oversee shift management and work with the Team Manager on staffing and coverage.

The ideal candidate has strong ITIL knowledge, proven leadership in large-scale environments, and excellent customer-facing communication skills.

Qualifications

• Minimum 4 years of overall experience, with 2 years in Service Desk.
• Exposure on Control Systems, Audio, Video, Digital Signage, IT and/or Teleconferencing tech (Cisco, BiAmp, Crestron, Samsung, QSC).
• Advanced troubleshooting skills in tech areas such as Audio/DSP, projection, display, digital signage, UC.
• Proficiency in leading physical and virtual teams.
• Experience with third-party service providers.
• Strong customer-facing communication and incident management skills.
• Knowledge of ITIL principles.
• People management and stakeholder skills.

Responsibilities

• Team Leadership & Process Management – Oversee operations and ensure alignment with goals.
• Performance Monitoring – Track metrics and optimize service desk performance.
• Escalation Handling & Support – Guide Tier 1 and handle complex issues.
• Service Level Compliance – Maintain adherence to SLAs.
• Stakeholder Communication – Update management on ticket statuses.
• Cross-Team Collaboration – Coordinate with multiple teams for resolution.
• Process Improvement & Audits – Identify inefficiencies and improve workflows.
• Training & Development – Mentor and design training programs.
• Hands-on Coaching & Upskilling – Facilitate real-world training scenarios.
• Knowledge Sharing – Lead team huddles and knowledge sharing.

Skills

Service Desk

Leadership

Customer-facing skills

Escalation procedures

Problem-solving

ITIL fundamentals

Network monitoring

Unified Communications

Education

Bachelor’s degree

Certifications pertinent to technology area(s)

Tools

Cisco

BiAmp

Crestron

Samsung

QSC

Job description

About Diversified

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world’s most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

What To Expect

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you. As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.

IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

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

What We Offer

Along with competitive compensation, you will be eligible for the following benefits:

• Multiple medical plan for self and family
• Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP)
• Paid Time Off and Paid Holidays
• Commuter & Shift Benefits (US / APAC shifts)

To learn more about becoming part of the Diversified team, visit us at https://onediversified.com/careers/careers-at-diversified or email us at [e-mail].

Diversified is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All aspects of employment will be based on job requirements, individual qualifications, merit, performance, and business need.

We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.

We believe in fair and equitable hiring practices and strive to create an environment where all individuals feel valued and empowered.