Service Desk Team Lead

6 days ago

Bengaluru, Karnataka, India Version 1 Full time
Job Description

Overview

We are seeking an experienced and results-driven IT L1/L2 Service Desk Team Leader. Working with your peers to the Service Desk Manager to oversee our IT service desk operations 24/7 at the Global Service Centre. The ideal candidate will manage a team of service desk technicians and analysts, ensuring the delivery of high-quality IT support and excellent customer service to our organization's employees and clients. This role requires a strategic thinker with strong leadership, technical expertise, and a customer-centric approach to managing IT support services. This role is highly suited to a person who has started from the ground up in a Service Desk environment.

Our Global Service Centre is a core delivery component of the Version 1 ASPIRE Managed Services that place AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on shift-left and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product.

Key Responsibilities:

  • Leadership and Management:
    • Supervise, mentor, and develop a team of service desk technicians and analysts.
    • Establish performance objectives and provide regular feedback through performance evaluations.
    • Foster a positive and collaborative team environment.
  • Service Desk Operations:
    • Oversee daily service desk activities, ensuring prompt resolution of incidents and service requests.
    • Monitor service desk performance metrics, such as first-call resolution rate, response time, and ticket backlog.
    • Manage and prioritize workload, including escalations and major incident handling.
    • Identifying continuous improvements for shift left and automation.
    • Ability and willingness to be active in ticket handling and resolutions.
  • Customer Service and Support:
    • Ensure a high standard of customer service by monitoring end-user feedback and addressing any concerns.
    • Develop and implement strategies to enhance the end-user experience, including the use of digital contact channels and automated workflows.
    • Act as a point of contact for key stakeholders regarding service desk performance including complaints and plaudits.
  • Process Improvement and Compliance:
    • Develop, document, and maintain service desk processes, procedures, and best practices.
    • Ensure compliance with company policies and industry standards, including ITIL practices.
    • Identify and implement improvements to service desk tools and workflows.
  • Technical Expertise and Collaboration:
    • Collaborate with other IT teams to ensure alignment and efficiency across all IT operations.
    • The creation and maintenance of knowledge base articles and guides to aide in technical resolutions.
    • Provide technical guidance to the service desk team, assisting with complex issues as needed.
    • Stay updated on emerging technologies and recommend tools to improve service desk functionality.
  • Reporting and Analysis:
    • Generate regular reports on service desk performance and trends.
    • Analyze data to identify areas for improvement and develop action plans accordingly.
    • Present findings and updates to the S.
Qualifications
  • Education:
    • Graduate or Post Graduate 
  • Experience:
    • Minimum of 8+ years of experience in IT support, with at least 5 years in a managerial or supervisory role.
    • Proven track record of managing a service desk team in a fast-paced environment.
  • Technical Skills:
    • Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
    • Experience with service desk management tools (e.g., ServiceNow, Jira, Zendesk).
    • Knowledge of ITIL frameworks and best practices; ITIL certification preferred.
  • Soft Skills:
    • Excellent leadership and team management skills.
    • Strong communication, interpersonal, and problem-solving abilities.
    • Customer-focused mindset with a commitment to delivering high-quality support.

Key Competencies:

  • Strategic thinking and decision-making.
  • Ability to manage multiple priorities and meet deadlines.
  • Adaptability to evolving technologies and processes.
  • Strong analytical and reporting skills.
Additional Information

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability.

One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life. We also offer a range of tech-related benefits, including an innovative Tech Scheme to help keep our team members up-to-date with the latest technology.

We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat.

Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.

#LI-SB1

  • Service Desk Team Lead

    3 weeks ago

    Bengaluru, Karnataka, India IT AISA Full time

    We are looking for a Service Desk Team Lead for one of our clients. Your job scope is as follows : - Provide expertise and advanced-level technical support to technician and end-users. - Overseeing the technical operations of the service desk team, providing expert-level technical support, and leading the team in diagnosing and resolving complex technical...

  • Team Lead Service Desk

    2 weeks ago

    Bengaluru, Karnataka, India Zones Full time

    Description Position at Zones LLC. Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones – First Choice for IT.TM Zones is a Global Solution Provider of end-to-end IT solutions with an...

  • Senior Service Desk Team Lead

    4 days ago

    Bengaluru, Karnataka, India IT AISA Full time

    Role Summary:The Senior Service Desk Team Lead will be responsible for overseeing the technical operations of our service desk team. This includes providing expert-level technical support, leading the team in diagnosing and resolving complex technical issues, and participating in the team's skills development and knowledge management.

  • Service desk lead

    2 weeks ago

    Bengaluru, Karnataka, India Wipro Full time

    Role Purpose The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk Do To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and works toward the resolution of tickets Manage and coordinate escalated...

  • Service Desk Lead

    2 weeks ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Job Role - Service Desk LeadExperience Range: 4 to 8 yearsJob Location: BangaloreJob DescriptionRoles/ responsibilitiesManage the day-to-day activities of IT- Helpdesk Operations.Manage and co-ordinate the processing of incoming calls/Chats/ tickets to ensure timely and effective resolution of incidents and requests as per pre-defined SLA.Co-ordinate and...

  • Operations Team Lead

    6 days ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    We are a pioneer in feeding the fire of young techies like you at TCS, and we are looking for a skilled Technical Service Delivery Manager to join our team.Key ResponsibilitiesThe successful candidate will be responsible for leading the Operations Team in delivering exceptional service to our clients. Key responsibilities include:Reviewing current major...

  • Service Desk Operations Lead

    7 days ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Dear CandidateGreetings from TCSAbout the RoleAs a Technical Service Delivery Manager, you will be responsible for leading the Operations Team in delivering exceptional service to our clients. Your key focus areas will include reviewing current major incidents, scheduled outages, and business events to assess staffing plans.Review shift staffing to...

  • Service Desk Operations Leads

    2 days ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Dear CandidateGreetings from TCS Role: Service Desk Operations LeadsLocation: Bangalore/ChennaiExperience Range: 5 to 8 YearsJob Description:Technical Lead for Operations Team.Review current major incidents, scheduled outages, and business events for the day to assess any adjustments to staffing plans.Review shift staffing to understand who is working, their...

  • Service Desk Operations Leads

    2 weeks ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Dear CandidateGreetings from TCS Role: Service Desk Operations LeadsLocation: Bangalore/ChennaiExperience Range: 5 to 8 YearsJob Description:Technical Lead for Operations Team.Review current major incidents, scheduled outages, and business events for the day to assess any adjustments to staffing plans.Review shift staffing to understand who is working, their...

  • Team Lead

    3 weeks ago

    Bengaluru, Karnataka, India IT AISA Full time

    We are looking for an IT Suport Team Lead for one of our clients. Your job scope is as follows :- Provide expertise and advanced-level technical support to technician and end-users.- Overseeing the technical operations of the service desk team, providing expert-level technical support, and leading the team in diagnosing and resolving complex technical...

  • IT Support Team Lead

    1 week ago

    Bengaluru, Karnataka, India IT AISA Full time

    Job Description:We are looking for a Service Desk Team Lead for one of our clients. Your job scope is as follows : - Provide expertise and advanced-level technical support to technician and end-users.- Overseeing the technical operations of the service desk team, providing expert-level technical support, and leading the team in diagnosing and resolving...

  • IT Support Team Lead

    2 weeks ago

    Bengaluru, Karnataka, India IT AISA Full time

    Job Description:We are looking for a Service Desk Team Lead for one of our clients. Your job scope is as follows : - Provide expertise and advanced-level technical support to technician and end-users.- Overseeing the technical operations of the service desk team, providing expert-level technical support, and leading the team in diagnosing and resolving...

  • Service Desk Technician

    6 days ago

    Bengaluru, Karnataka, India DigiCert Full time

    Job DescriptionWho we areWe&aposre a leading, global security authority that&aposs disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world&aposs largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded...

  • Service Desk

    1 week ago

    Bengaluru, Karnataka, India NTT DATA Services Full time

    Req ID: 306436 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Service Desk - Systems Administration Analyst to join our team in Bangalore, Karnātaka (IN-KA), India (IN).Service...

  • Service Desk Engineer

    3 weeks ago

    Bengaluru, Karnataka, India Euromonitor Full time

    Brief overview of the role Reporting to the Service Desk Lead (APAC), the Service Desk Engineer plays a key role in managing end-user devices, resolving complex technical issues, and supporting Service Desk Analysts. The role emphasizes advanced troubleshooting, automation, asset and configuration management, ITIL-aligned service delivery, and process...

  • Service Desk Lead

    7 days ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Job SummaryWe are looking for a highly skilled Service Desk Lead - Helpdesk Management to join our team at Tata Consultancy Services. The successful candidate will have a strong background in IT service management and excellent leadership skills, with the ability to drive process improvements and lead a team of helpdesk engineers.About the RoleIn this role,...

  • Manager, IT Service Desk

    2 weeks ago

    Bengaluru, Karnataka, India Lighthouse Full time

    What is special about Lighthouse? Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where...

  • Front Desk Team Manager

    3 days ago

    Bengaluru, Karnataka, India Marriott Full time

    Job OverviewA leading hospitality company is seeking a skilled Front Desk Team Manager to oversee daily operations and ensure exceptional guest experiences. As a key member of our team, you will be responsible for supervising staff, managing front office functions, and implementing policies to maximize departmental efficiency.Key Responsibilities:•...

  • Service Desk

    6 days ago

    Bengaluru, Karnataka, India NTT DATA Full time

    Job Description Req ID: 306436 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Service Desk - Systems Administration Analyst to join our team in Bangalore, Karnātaka (IN-KA), India...

  • Service Desk Agent

    2 weeks ago

    Bengaluru, Karnataka, India Tata Consultancy Services Full time

    Skill : Service Desk Agent L1Job Location : BengaluruExperience : 1 to 3 YearsJob Description :Manage the day-to-day activities of IT- Helpdesk Operations.Manage and co-ordinate the processing of incoming calls/Chats/ tickets to ensure timely and effective resolution of incidents and requests as per pre-defined SLA.Co-ordinate and implement processes and...