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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 LinkedIn or send your resume to   with the subject line:
"Application for Team Leader – Customer Service Support (Marken)"