Service Desk Team Lead

Willware Technologies; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Willware Technologies in Mumbai is seeking an experienced Service Desk Team Lead to guide day-to-day operations in a 24/7 environment. The role requires strong IT support, incident and service request management, and stakeholder communication.

Responsibilities include leading the team, monitoring SLAs, coordinating with cross-functional teams, and driving process improvements while maintaining high customer satisfaction. Onsite role in Mumbai with ITIL-aligned practices.

Qualifications

• 8–12 years in IT Support / Service Desk / IT Operations.
• 3+ years in a Service Desk Lead or Senior Service Desk role.
• Strong incident, service request, problem, and major incident management.
• Experience in 24/7 shift-based support.
• Proficient with ITIL processes and best practices.

Responsibilities

• Lead and manage the Service Desk team to resolve incidents and requests.
• Monitor queues, SLAs, KPIs, and team performance.
• Act as escalation point for critical incidents.
• Coordinate with Infrastructure, Applications, Network, Security, and Vendors.
• Drive continuous service improvement and process optimization.
• Prepare management reports and dashboards.

Skills

Incident Management

Service Request Management

Problem Management

Major Incident Management

ITIL processes

SLA/KPI management

Leadership

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.