Service Desk Team Lead

Neurones IT Asia; Bengaluru; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Neurones IT Asia is seeking an experienced IT Support Lead to steer and mentor a Service Desk team in Bengaluru. You will oversee daily support activities, allocation of tasks, and escalation handling for high-priority incidents.

The role requires solid troubleshooting across Windows, Linux and Mac OS, and familiarity with ITSM tools like ServiceNow. Strong communication with stakeholders is essential to maintain service excellence.

Qualifications

• Leads IT Support/Service Desk teams and mentor staff.
• Experience with incident, change and problem management processes.
• Strong troubleshooting across Windows, Linux and Mac environments.
• Proficient with Microsoft 365 and MS Office.
• Familiarity with ITSM tools such as ServiceNow or similar.

Responsibilities

• Lead, mentor, and manage IT Support / Service Desk team to ensure high performance and operational efficiency.
• Manage team schedules, task allocation, workload distribution, and daily support activities.
• Act as the primary escalation point for critical and complex technical incidents.
• Ensure timely incident resolution, effective communication, and a high level of customer satisfaction.
• Monitor service desk operations and ensure compliance with Incident, Change, and Problem Management processes.
• Maintain accurate ticket documentation, escalation records, and operational reports.

Skills

Team leadership

Incident management

Troubleshooting

OS knowledge

ITIL

Stakeholder management

Customer communication

Education

ITIL Foundation

CCNA

MCSE

Tools

ServiceNow

Ticketing systems

Job description

• Lead, mentor, and manage the IT Support / Service Desk team to ensure high performance and operational efficiency.
• Manage team schedules, task allocation, workload distribution, and daily support activities.
• Act as the primary escalation point for critical and complex technical incidents.
• Ensure timely incident resolution, effective communication, and a high level of customer satisfaction.
• Monitor service desk operations and ensure compliance with Incident, Change, and Problem Management processes.
• Maintain accurate ticket documentation, escalation records, and operational reports.

Required Skills & Experience:

• 5–8 years of experience in IT Support, Technical Support, or Service Desk environments.
• Proven experience in leading or managing an IT Support / Service Desk team.
• Strong experience in technical troubleshooting and problem resolution.
• Advanced knowledge of computer hardware, software, operating systems, and networking concepts.
• Hands-on experience with Windows, Linux and/or Mac OS environments.
• Good knowledge of Microsoft Office / Microsoft 365 applications.
• Experience with ITSM tools and ticketing systems, such as ServiceNow or similar platforms.
• Strong understanding of Incident, Change, and Problem Management processes.
• Excellent problem-solving, analytical, communication, and stakeholder-management skills.
• Ability to manage escalations and handle challenging customer situations professionally.
• ITIL Foundation certification is preferred.
• Additional certifications such as CCNA, MCSE, ITIL Practitioner, or other relevant IT support certifications will be an advantage.