Service Desk Lead

About Company : Our Client Corporation provides digital engineering and technology services to Forbes Global 2000 companies worldwide. Our Engineering First approach ensures we can execute all ideas and creatively solve pressing business challenges. With industry expertise and empowered agile teams, we prioritize execution early in the process for impactful results. We combine logic, creativity and curiosity to build, solve, and create. Every day, we help clients engage with new technology paradigms, creatively building solutions that solve their most pressing business challenges and move them to the forefront of their industry.

Role : Service Desk Lead

Key Skills : Service Desk , Workflow Managment , Service now , ITIL , ITSM

Job Type : Contract

Experience : 12+ Years

Work Location : Kengeri, Bangalore

Payroll on : People Prime World Wide

Notice : Immediate and 15 days

Job Description :

Service Desk Lead Roles and Responsibilities

1 Leadership Team Management

Supervise and mentor service desk analysts and technicians

Allocate tasks and manage shift schedules to ensure adequate coverage

Conduct performance reviews and provide feedback for continuous improvement

Foster a collaborative and customerfocused team culture

2 Incident Request Management

Oversee the logging categorization prioritization and resolution of incidents and service requests

Ensure adherence to SLAs Service Level Agreements and KPIs Key Performance Indicators

Escalate unresolved issues to appropriate support teams or vendors

3 Process Improvement Documentation

Develop and maintain standard operating procedures SOPs and knowledge base articles

Identify recurring issues and recommend process improvements or automation opportunities

Ensure compliance with ITIL best practices and organizational policies

4 Communication Stakeholder Engagement

Act as the primary point of contact for escalations and service deskrelated communications

Provide regular updates to management on service desk performance and challenges

Collaborate with other IT teams to ensure seamless service delivery

5 Reporting Analytics

Generate and analyze service desk performance reports

Track trends in incidents and requests to inform strategic decisions

Present insights and recommendations to leadership

6 Training Development

Organize training sessions for new and existing team members

Stay updated with the latest tools technologies and service management practices

Promote continuous learning and professional development within the team

7 Tool Technology Management

Administer and optimize service desk tools and ticketing systems

Coordinate with vendors for tool upgrades support and integration