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Service Desk Team Lead

4 weeks ago

Bengaluru, Karnataka, India Eservecloud Soutions Private Limited Full time

 We're Hiring: Team Leader / Customer Service (Marken Process)

 Location: Bangalore

 Start Date: Immediate

 Company: Eservecloud (Supporting Marken – A UPS Company)

About the Role

Eservecloud is excited to offer a challenging and rewarding opportunity to lead a 7-member Customer Support team for Marken, a UPS company. We are looking for a dynamic Team Leader / Project Supervisor who will be the primary Point of Contact (POC) between Eservecloud and Marken, ensuring seamless communication, operational efficiency, and SLA adherence.

This is a leadership role that requires strong coordination, documentation, and client management skills in addition to technical support experience.

 Key Responsibilities

Process Oversight & Client Engagement


• Act as the Process Lead for the Marken support engagement.


• Serve as the POC for Marken, ensuring continuous alignment with their processes and expectations.


• Drive the process familiarization phase with Marken's designated POC and ensure complete understanding of current workflows, repositories, and tools.


• Schedule and lead weekly/monthly/quarterly syncs with Marken stakeholders.


• Establish and maintain real-time communication channels with Marken.

·  Monitor ticket queues and escalations via the ticketing system

·  Provide hands-on support for critical issues related to:

  - Microsoft Outlook

  - Windows OS (10/11)

  - Printers and Network Connectivity

·  Conduct regular ticket audits and QA reviews

·  Ensure knowledge base articles are updated and followed

Team Leadership & Operations


• Supervise and mentor a team of 7 L1 support executives.


• Drive day-to-day operations, ensuring SLA compliance and adherence to escalation protocols.


• Coordinate knowledge transfer, shadowing sessions, and QA reviews.


• Oversee incident documentation, SOP development, and escalation matrix updates.

Reporting & Documentation


• Develop and maintain documentation including:


• Incident management procedures


• SLA adherence processes


• Runbooks and tool usage guides


• Provide regular performance reports, including SLA and KPI metrics.


• Lead QA reviews and provide detailed improvement plans.


• Maintain and update the Knowledge Base with FAQs and new incident resolutions.

Training & Onboarding


• Design and implement onboarding and training plans for new hires.


• Ensure that team members are trained on Marken-specific tools like ServiceNow, VPN access, and InfoSec protocols.

 Qualifications & Skills


• 3+ years of experience in Technical Support, preferably L1 or related services.


• 1+ years of experience in a Team Lead, Supervisor, or Project Coordination role.

·  Hands-on troubleshooting of Outlook, Windows OS, and printer-related issues

·  Proficient in using ticketing systems (ServiceNow, Zendesk, or similar)

·  Familiarity with knowledge base creation and usage

·  Strong communication and interpersonal skills

 What We Offer


• Competitive compensation


• Opportunity to work with a global client (Marken, a UPS company)


• Collaborative work environment with growth potential


• Exposure to enterprise-level service management tools and InfoSec protocols

 How to Apply

Ready to take the lead? Apply directly via or send your resume to chetana@eservecloud.in with the subject line:

"Application for Team Leader – Customer Service Support (Marken)"