Team Lead IT Service Desk & Helpdesk

Unity Small Finance Bank; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Unity Small Finance Bank is seeking a seasoned Team Lead IT Service Desk & Helpdesk to drive end-to-end IT service delivery across PAN India locations from Mumbai. You will oversee incident and service request management, mentor a support team, and ensure adherence to ITIL standards.

In this role, you will coordinate onboarding, asset management, vendor relations, and performance dashboards while partnering with business users to continuously improve service quality and user satisfaction.

Qualifications

• Bachelor's degree in IT/CS/Engineering or related field.
• 6–10 years of IT Service Desk/End User Support/IT Operations experience.
• Minimum 2 years of leading a Service Desk or Helpdesk team.
• Experience in Banking/BFSI or large enterprise IT support preferred.
• ITIL Foundation Certification preferred.

Responsibilities

• Lead IT Service Desk and Helpdesk operations across corporate offices, branches, and remote locations.
• Drive Incident Management, Service Requests, Escalation Management, and Problem Management.
• Monitor ticket queues and ensure SLA adherence.
• Coordinate PAN India end-user support activities with internal teams and vendors.
• Manage onboarding, laptop allocation, software install, and access coordination.
• Oversee IT asset movement, data backup, and asset lifecycle processes.
• Coordinate resolution of desktop, laptop, Office 365, printing, and endpoint issues.
• Communicate with business users, vendors, and IT teams for issue resolution and improvements.
• Review ticket trends and implement corrective actions to improve service quality.
• Support compliance, audits, regulatory requirements, and governance activities.
• Prepare service desk dashboards, reports, and status updates.
• Coach and mentor service desk engineers to improve performance.
• Participate in change management, project implementation, and tech rollouts.

Skills

IT Service Desk Operations

ITIL Framework

End User Computing

Microsoft Windows & Microsoft 365

Asset Management

Vendor Management

SLA & KPI Management

Service Reporting

Endpoint Troubleshooting

Team Management

Customer Service

Education

Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline

Tools

ManageEngine ServiceDesk Plus

Job description

Role Summary

The Team Lead IT Service Desk & Helpdesk is responsible for managing end-to-end IT Service Desk operations, ensuring timely resolution of incidents and service requests, leading the helpdesk team, coordinating PAN India user support activities, and driving service excellence. The role oversees user onboarding support, endpoint services, asset coordination, service management processes, vendor coordination, and adherence to ITIL-based service delivery standards.

Key Responsibilities

• Lead and manage the IT Service Desk and Helpdesk operations across corporate offices, branches, and remote locations.
• Drive Incident Management, Service Requests, Escalation Management, and Problem Management activities.
• Monitor ticket queues and ensure adherence to agreed Service Level Agreements (SLAs).
• Coordinate PAN India end-user support activities through internal teams and support vendors.
• Manage onboarding support activities, including laptop allocation, user readiness, software installation, and access coordination.
• Oversee IT asset movement, user handovers, data backup activities, and asset lifecycle processes.
• Coordinate resolution of desktop, laptop, Office 365, printing, video conferencing, meeting room, and endpoint-related issues.
• Manage communication with business users, vendors, and internal IT teams for issue resolution and service improvements.
• Review ticket trends and implement corrective and preventive actions to improve service quality.
• Support compliance, audit observations, regulatory requirements, and operational governance activities.
• Prepare service desk dashboards, management reports, and operational status updates.
• Coach, mentor, and monitor service desk engineers and support staff to improve performance and productivity.
• Participate in change management, project implementation, technology rollouts, and infrastructure initiatives.

Required Skills

• IT Service Desk Operations
• ITIL Framework (Incident, Request, Problem & Change Management)
• ManageEngine ServiceDesk Plus
• End User Computing (EUC) Support
• Microsoft Windows & Microsoft 365 Support
• Asset Management & User Onboarding
• Vendor Management
• SLA & KPI Management
• Service Reporting & Dashboarding
• Endpoint Troubleshooting
• Team Management & Escalation Handling
• Customer Service & Stakeholder Management

Qualification & Experience

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
• 6 to 10 years of experience in IT Service Desk, End User Support, or IT Operations.
• Minimum 2 years of experience leading a Service Desk or Helpdesk team.
• Experience managing enterprise IT support in Banking, BFSI, or other large organizations preferred.

Preferred Certifications

• ITIL Foundation Certification
• Microsoft 365 Fundamentals / Endpoint Administrator
• Service Desk Management Certifications (Preferred)