Service Desk Operations Lead

ROLE : Service Desk Lead

Exp : 8 to 10

Location : Hyderabad

JD :

• Manage and supervise Service Desk team members.
• Ensure adherence to ITIL processes and SLAs.
• Monitor ticket queues and prioritize critical issues.
• Provide escalation support for complex incidents.
• Conduct regular team meetings and performance reviews.
• Maintain and update knowledge base articles.
• Collaborate with other IT teams for issue resolution.
• Generate and analyze service desk performance reports.
• Drive process improvements and automation initiatives.
• Strong leadership and team management skills.
• Expertise in ITSM tools (ServiceNow).
• In-depth knowledge of ITIL framework.
• Excellent communication and problem-solving skills.
• Ability to handle high-pressure situations and escalations.
• Experience in reporting and KPI management.