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Helpdesk Lead

Helpdesk Lead

ConfidentialMumbai
30+ days ago
Job description
  • Monitor IT service performance to ensure alignment with defined SLAs and customer expectations
  • Manage incidents, problems, and escalations with a focus on quick and effective resolution
  • Apply ITIL best practices in daily operations, including incident, problem, and change management
  • Lead and manage team performance, including roster planning, attendance, and appraisals
  • Collaborate with internal teams and stakeholders to drive service improvements and operational excellence
  • Maintain accurate documentation of processes, escalations, and resolution paths
  • Ensure compliance with service delivery policies and standards

    • Skills Required

    People Management, Itil, Incident Management, Problem Management, Service Delivery

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