Service desk team lead

Job Title: Global Service Desk Team Leader

Location: Hyderabad

Department: Group IT

Key Responsibilities:

Lead and mentor Service Desk Analysts. Manage daily service desk operations and SLA performance. Oversee incident, requests, problems, and escalation management. Act as an escalation point for major incidents. Drive continuous improvement initiatives. Collaborate with infrastructure, application, security, and vendor teams. Manage staffing, scheduling, and performance reviews. Prepare service reports and operational dashboards.

Required Skills & Qualifications :

Bachelor's degree in IT, Computer Science, or related field. 5 to 8+ years of IT support/service desk experience. Strong ITIL knowledge and service management expertise. Experience with Service Now, Remedy, Jira Service Management, or similar tools. Strong knowledge of Microsoft 365, Active Directory, Azure AD, VPN, and Windows environments. Excellent leadership and stakeholder management skills.