Service Desk Team Lead

WillWare Technologies; Mumbai; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

We are looking for an experienced Service Desk Team Lead to lead and manage day-to-day Service Desk operations in a 24/7 environment. The ideal candidate should have strong experience in IT support, incident and service request management, SLA/KPI management, team leadership, and stakeholder communication.

Responsibilities include leading the team, monitoring SLA, handling major incidents, ITIL processes, coordinating with other teams, conducting RCA, planning shifts, mentoring staff, and

Qualifications

• 8-12 years of overall experience in IT Support / Service Desk / IT Operations.
• Minimum 3+ years of experience in a Service Desk Lead or Senior Service Desk role.
• Strong experience in Incident Management, Service Request Management, Problem Management, and Major Incident Management.
• Good understanding of SLA, KPI, ticket management, and service performance metrics.
• Experience managing and mentoring Service Desk teams.
• Experience working in a 24/7 shift-based support environment.
• Strong troubleshooting and escalation management skills.
• Good understanding of ITIL processes and best practices.

Responsibilities

• Lead and manage the Service Desk team to ensure timely resolution of incidents and service requests.
• Monitor ticket queues, SLA adherence, KPIs, productivity, and overall team performance.
• Act as the escalation point for critical incidents and major issues.
• Coordinate ITIL-aligned Incident, Service Request, and Problem Management processes.
• Coordinate with Infrastructure, Application, Network, Security, and Vendor teams for issue resolution.
• Manage major incident communication and stakeholder updates during outages.
• Plan shift schedules, staffing, workload allocation, and coverage for a 24/7 support environment.
• Mentor, train, and evaluate Service Desk team members.
• Maintain SOPs, process documentation, knowledge articles, and operational procedures.
• Track customer satisfaction and ensure a high level of service quality.
• Prepare and present management reports and dashboards covering SLA, KPI, ticket volumes, incident trends, and team performance.
• Identify opportunities for continuous service improvement and process optimization.
• Participate in Change and Release Management activities to minimize service disruptions.
• Ensure compliance with IT policies, security requirements, and audit standards.

Skills

IT Support

Service Desk

IT Operations

Incident Management

SLA KPI tracking

Mentoring

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

We are looking for an experienced Service Desk Team Lead to lead and manage day-to-day Service Desk operations in a 24/7 environment. The ideal candidate should have strong experience in IT support, incident and service request management, SLA/KPI management, team leadership, and stakeholder communication.

Key Responsibilities

Company Name:WillwareTechnologies

Role:Service Desk Team Lead

Experience:8+ Years

Location: Mumbai

WorkMode:Onsite

Job Summary

We are looking for an experienced Service Desk Team Lead to lead and manage day-to-day Service Desk operations in a 24/7 environment. The ideal candidate should have strong experience in IT support, incident and service request management, SLA/KPI management, team leadership, and stakeholder communication.

Key Responsibilities

• Lead and manage the Service Desk team to ensure timely resolution of incidents and service requests.
• Monitor ticket queues, SLA adherence, KPIs, productivity, and overall team performance.
• Act as the escalation point for critical incidents and major issues.
• Manage Incident, Service Request, and Problem Management processes in line with ITIL best practices.
• Coordinate with Infrastructure, Application, Network, Security, and Vendor teams for issue resolution.
• Manage major incident communication and stakeholder updates during outages.
• Conduct RCA for recurring and critical incidents and drive corrective actions.
• Plan shift schedules, staffing, workload allocation, and coverage for a 24/7 support environment.
• Mentor, train, and evaluate Service Desk team members.
• Maintain SOPs, process documentation, knowledge articles, and operational procedures.
• Track customer satisfaction and ensure a high level of service quality.
• Prepare and present management reports and dashboards covering SLA, KPI, ticket volumes, incident trends, and team performance.
• Identify opportunities for continuous service improvement and process optimization.
• Participate in Change and Release Management activities to minimize service disruptions.
• Ensure compliance with IT policies, security requirements, and audit standards.

Required Skills

• 8-12 years of overall experience in IT Support / Service Desk / IT Operations.
• Minimum 3+ years of experience in a Service Desk Lead or Senior Service Desk role
• Strong experience in Incident Management, Service Request Management, Problem Management, and Major Incident Management.
• Good understanding of SLA, KPI, ticket management, and service performance metrics.
• Experience managing and mentoring Service Desk teams.
• Experience working in a 24/7 shift-based support environment.
• Strong troubleshooting and escalation management skills.
• Good experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
• Strong stakeholder and vendor management skills.
• Good understanding of ITIL processes and best practices.
• Excellent communication, leadership, and decision-making skills.