Service Desk Team Lead

WILLWARE TECHNOLOGIES PRIVATE LIMITED; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

WillwareTechnologies in Mumbai is seeking an experienced Service Desk Team Lead to manage day-to-day IT support in a 24/7 environment. The role emphasizes incident and service request handling, SLA/KPI oversight, and strong team leadership.

You will coordinate with Infrastructure, Applications, Network and Security teams, mentor staff, produce management reports, and drive continuous service improvement while upholding IT policies and audit requirements.

Qualifications

• 8-12 years in IT Support / Service Desk / IT Operations.
• 3+ years in a Service Desk Lead or Senior Service Desk role.
• Experience in 24/7 shift-based environments with ITIL.

Responsibilities

• Lead and manage the Service Desk team to ensure timely resolution of incidents.
• Monitor ticket queues, SLA adherence, KPIs, and team performance.
• Act as escalation point for critical incidents and major issues.
• Coordinate with Infrastructure, Applications, Network, Security, and Vendor teams.
• Plan shift schedules and staffing for a 24/7 coverage.
• Mentor, train, and evaluate Service Desk team members.
• Prepare and present management reports/dashboards on SLA, KPI, and trends.
• Drive continuous service improvement and process optimization.

Skills

Incident Management

Service Desk

IT Support

IT Operations

Service Request Management

Problem Management

Major Incident Management

SLA Management

KPI Management

Team Leadership

Stakeholder Management

Vendor Management

ITIL

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

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.