Service Desk Team Lead

Role SummaryWe are seeking an experienced and result-oriented Helpdesk/Servicedesk Lead to manage and drive the IT Helpdesk function. This role is responsible for ensuring efficient handling of incidents and service requests, maintaining service quality, and delivering a seamless end-user support experience.The position requires a strong combination of leadership capability, technical expertise, and operational discipline. The incumbent will lead the helpdesk team, manage ticketing operations, ensure adherence to SLAs, and continuously improve service delivery through structured processes and automation initiatives.Key ResponsibilitiesLead and manage day-to-day IT Helpdesk operations, ensuring smooth functioning of support services.Oversee ticket lifecycle management including logging, prioritization, assignment, escalation, and closure.Monitor ticket queues and ensure timely resolution within defined SLAs.Act as an escalation point for critical or unresolved issues.Manage, mentor, and guide helpdesk team members to achieve performance and service delivery goals.Conduct regular performance reviews, feedback sessions, and training initiatives.Drive adherence to ITIL-based processes including Incident, Service Request, and Problem Management.Ensure effective utilization of Jira for ticket tracking, reporting, and governance.Analyze ticket trends, recurring issues, and escalation patterns to identify improvement opportunities.Provide technical guidance and support for complex issues related to Office 365, Microsoft Teams, SharePoint, Intune, and 8x8.Coordinate with internal teams (infrastructure, security, applications) and external vendors for issue resolution.Track and improve key performance metrics such as response time, resolution time, backlog, and user satisfaction.Prepare and publish regular reports, dashboards, and service performance summaries.Maintain and update documentation including SOPs, knowledge base articles, and troubleshooting guides.Ensure proper IT asset tracking, allocation, and lifecycle management in coordination with relevant teams.Identify process gaps and drive continuous improvement initiatives.Support automation of repetitive tasks to improve efficiency and reduce manual effort.EligibilityBachelor’s degree in information technology, Computer Science, Engineering, or a related field.ITIL or relevant service management certifications (preferred).ExperienceMinimum 8 years of experience in IT Helpdesk / Service Desk / IT Support.Minimum 3 years of experience in leading or managing a Helpdesk or Service Desk team.Proven experience in handling escalations and managing service delivery.Experience in SLA management, reporting, and operational governance.Preferred SkillsExcellent verbal and written communication skills.Ability to manage multiple priorities and work under pressure.Experience in automation tools and workflow optimization.Exposure to asset management processes and audit handling.Experience in documentation management and knowledge base creation.Familiarity with enterprise IT environments and support structures.

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