Service Desk Lead

Were Hiring | Service Desk Leader / Service Desk Team Lead

• Location - Vadodara
• Time - 11:00 AM to 8:30 PM
• Working - Monday to Friday

Virginia Transformer Corp

Virginia Transformer India is a part of one of the largest U.S.-owned power transformer manufacturing groups, delivering reliable and innovative energy solutions across critical infrastructure sectors. With a strong focus on engineering excellence, advanced manufacturing, and continuous innovation, the organization plays a vital role in powering industries, utilities, renewable energy projects, and communities.

We are looking for a dynamic and experienced professional to join us as a:

Service Desk Leader / Service Desk Team Lead

This role acts as the key bridge between technical support teams, management, and end-users — ensuring seamless IT support operations, SLA compliance, and continuous service improvement.

Core Responsibilities

• Team Leadership & Management: Supervise and mentor Service Desk Analysts, manage shift patterns, and foster a quality-focused customer service culture.
• Operational Oversight: Manage the daily operations, including monitoring ticket queues (incidents and requests), assigning workloads, and ensuring proper categorization.
• Escalation Point: Act as the primary escalation point for high-priority or complex technical issues that cannot be resolved by initial support staff.
• SLA & KPI Management: Measure and meet Key Performance Indicators (KPIs), such as average resolution time and first-line fix rates.
• Process Improvement: Identify trends in support requests, analyze metrics, and implement improvements to workflows, documentation, and knowledge base articles.
• Hardware/Asset Coordination: Oversee the deployment and maintenance of ICT hardware (laptops, peripherals) and manage inventory.

Key Skills and Qualifications

• Experience: Generally, requires 3–5+ years in IT support, with at least 1-2 years in a leadership or senior role.
• Technical Knowledge: Strong understanding of ITIL practices, IT infrastructure, and service desk software.
• Leadership & Communication: Proven ability to motivate a team and communicate effectively with stakeholders and users.
• Problem-Solving: Strong analytical skills for analyzing data to improve service, identify trends, and resolve issues efficiently.

Key Performance Indicators (KPIs)

A Service Desk Leader is often measured by:

• First-line fix rate improvement.
• Ticket resolution time.
• Customer Satisfaction (CSAT) scores.
• SLA compliance.

Typical Requirements

• Bachelors degree in information technology or a related field (or equivalent experience).

ITIL Certification (often preferred)