Service Desk Lead - Bangalore

We're Hiring Service Desk Lead

Location: Bangalore

Experience: 5–12 Years

We are looking for an experienced Service Desk Lead to manage IT service desk operations and ensure smooth delivery of end-user support services.

Key Responsibilities:

• Lead and manage day-to-day Service Desk operations.
• Handle L1/L2 support teams and ensure SLA adherence.
• Monitor incident, problem, and service request management.
• Manage escalations and ensure timely resolution of critical issues.
• Drive ITIL-based service management processes.
• Track KPIs, CSAT, ticket volumes, and team performance.
• Coordinate with technical teams and stakeholders.
• Conduct team meetings, performance reviews, and knowledge-sharing sessions.

Required Skills:

• Strong experience in Service Desk / IT Support Management.
• Hands-on experience with ITIL processes.
• Knowledge of ServiceNow, Remedy, or Jira.
• Experience in Incident, Problem, and Change Management.
• Excellent communication and stakeholder management skills.
• Team handling and escalation management experience.