IT Service Desk Team Lead

Vacancy NameIT Service Desk Team Lead Vacancy NoVN14734 Location CountryIndia Work LocationMumbai Who are V?As a global leader in ship management and marine services, we add value to a vessel’s operations. Operating around the clock and around the world, V. gives every client the quality and efficiency they need in every sector. Covering crew management and recruitment, quality ship management and technical services, together with supporting management and commercial services, V. has an unrivalled industry knowledge with performance assured. Our values, We Care, We Collaborate, We Challenge, We are Consistent, We Commit and Deliver, are at the heart of everything we do and they support our strategy of Investing in Talent. We are always interested in making contact with talented individuals - people who will demonstrate our values and deliver great service, for internal and external stakeholders. Overall Purpose of The JobWe are seeking an experienced IT Service Desk Team Leader to join our dynamic IT Services team. In this role as part of a global matrix Service Desk model, you will manage a small team of Service Desk Analysts, ensuring high-quality service delivery in line with defined SLAs. You will also focus on developing and coaching the team, as well as communicating technical information effectively to non-technical users. This is a unique opportunity to contribute to an exciting digital transformation journey and join a supportive and dynamic environment. j_id0__j_id1__j_id51__j_id181__j_id182__j_id191__j_id192__6__j_id193__j_id199 = window.onload; window.onload=function() { if (j_id0__j_id1__j_id51__j_id181__j_id182__j_id191__j_id192__6__j_id193__j_id199= null) j_id0__j_id1__j_id51__j_id181__j_id182__j_id191__j_id192__6__j_id193__j_id199();}; Key Responsibilities and Tasks• Manage and lead a team of Service Desk Analysts to deliver exceptional IT support services.
• Ensure all incidents and service requests are logged, managed, and resolved within agreed SLAs.
• Develop and implement processes and procedures to improve service delivery and efficiency.
• Provide coaching and mentoring to team members to enhance their skills and performance.
• Communicate technical information effectively to non-technical users.
• Collaborate with other IT teams and departments to ensure seamless service delivery.
• Monitor and report on team performance, identifying areas for improvement and implementing corrective actions.
• Handle escalations and ensure timely resolution of complex issues.
• Provide regional input and support to the Service Desk Manager to ensure consistent global delivery.
• Participate in the recruitment and onboarding of new team members.
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• Strong focus on delivering exceptional service and managing team performance.
• Excellent communication skills, with the ability to translate technical information to non-technical stakeholders.
• Experience with IT service management tools and best practices.
• Strong problem-solving skills and the ability to handle high-pressure situations.
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