Team Lead- Service Desk

6 days ago


Hyderabad, India Ghrs Training Full time

Job Description Team Leadership & Management: - Supervise, motivate, and mentor a team of Service Desk Analysts, fostering a positive and productive work environment. - Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to team members. - Monitor team schedules, adherence, and shift rotations to ensure adequate coverage for 24/7 operations, if applicable. - Identify training needs and facilitate professional development for the team to enhance their technical and customer service skills. - Act as a point of escalation for complex or challenging customer issues, providing guidance and resolutions. Operational Oversight & Performance: - Oversee daily Service Desk operations, ensuring timely response and resolution of incoming requests via phone, email, chat, and ticketing systems. - Monitor key performance indicators (KPIs) such as average handling time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and service level agreement (SLA) adherence. - Generate and analyze performance reports, identifying trends, areas for improvement, and potential issues. - Implement and enforce Service Desk policies, procedures, and best practices (e.g., ITIL framework). Technical Support & Problem Resolution: - Provide hands-on technical support and troubleshooting for complex IT issues that cannot be resolved by individual analysts (Level 1.5 support). - Assist the team with resolving issues related to operating systems, network connectivity, software applications, hardware, and user account management. - Ensure accurate and detailed documentation of all incidents, service requests, and resolutions in the ITSM tool. - Facilitate efficient escalation of unresolved issues to appropriate Level 2/3 support teams and ensure timely follow-up.


  • Service Desk Lead

    7 days ago


    Hyderabad, Telangana, India Yitro Global Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role: Service Desk LeadJob Locations: HyderabadMode of Work: Work from officeYears of Exp :9+ yearsJob Summary:Qualifications:Education:Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).Experience:Minimum of 8 years of experience in IT support or service desk roles, with at least 4 years in a...


  • Hyderabad, Telangana, India Genpact Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Consultant - IT Service Desk Team Lead-ITO Ready to build the future with AI? At Genpact, we don't just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions...

  • Service Desk Lead

    3 weeks ago


    Hyderabad, India Trianz Full time

    Job Description About the Role: We are seeking an experienced and organized Service Desk Lead to oversee daily operations of the IT service desk. The ideal candidate will have a strong blend of technical proficiency, people management skills, and customer service expertise. You will lead incident resolution efforts, manage ticket workflows, and serve as the...


  • Hyderabad, Telangana, India Genpact Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Ready to build the future with AI?At Genpact, we don't just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow...


  • Hyderabad, India Whatjobs IN C2 Full time

    Position Summary The IT Service Desk Manager is responsible for the full ownership and operational leadership of the firm’s 24x7 global Service Desk. This role oversees all Service Desk Supervisors and frontline staff across multiple pods, ensuring high-quality, scalable, and user-centric support. The Manager plays a key role in transforming the Service...

  • Service Desk L1

    8 hours ago


    Koti, Hyderabad, Telangana, India Team Computers Pvt Ltd Full time

    Greetings! Job Title: Service Desk L1 Location: Koti, Hyderabad Exp: 2 years Salary : Up to 18k CTC 2nd & 4th Sat off + Bank Holidays as per the company's calendar Immediate joiners preferred Qualification : IT Graduate Or Any Engineering Diploma Current Location Total exp Current Salary Notice Period Pay: ₹14,000.00 - ₹18,000.00 per...

  • Help-desk Team Lead

    2 days ago


    Hyderabad, Telangana, India Arthur Grand Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Help-desk Team Lead HyderabadFull Time OpportunityTechnical Skills Required:Strong knowledge of Windows OS, Microsoft 365/Outlook, Active Directory, VPNs, and Remote Access tools.Experience with ticketing systems (ServiceNow, JIRA, Remedy, or similar).Good understanding of LAN/WAN, Wi-Fi, routers, switches, firewalls, and VPN technologies.Familiarity with...

  • Service Desk Manager

    2 weeks ago


    Hyderabad, Telangana, India Talent Corner Hr Services Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    The Team Manager position is responsible for leading the employees on the Service Desk team in support of Client engagements. The Team Manager is responsible for supervising employees and ensuring employees follow processes and procedures,


  • Hyderabad, India 2coms Full time

    Opening for service desk role for Hyderabad location for Fresher and Experience both, Salary upto 7 lpaJob Title: Service Desk AssociateLocation: Hyderabad, (Work from Office)Fresher Salary: ₹ LPAExperience Salary: Upto 7 lpaJoining: Immediate Joiners OnlyJob Overview:Wipro is hiring Service Desk Associates for its offices in Hyderabad We are looking for...


  • Hyderabad, Telangana, India Arthur Grand Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Arthur Grand Technologies is currently seeking a highly motivated and skilled Help-desk Support Team LeadTechnical Support / Help-desk Support Team LeadHyderabad(ONSITE)Must Have Skills :Degree Certificate1 - 2 years of experience as lead in an IT environmentExcellent communication skills, should be able to hold a conversationGood customer service skills,...