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Service Desk Team Lead
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Bengaluru, Karnataka, India Eservecloud Soutions Private Limited Full timeWe're Hiring: Team Leader / Customer Service (Marken Process) Location: Bangalore Start Date: Immediate Company: Eservecloud (Supporting Marken – A UPS Company)About the RoleEservecloud 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...
Service Desk Team Lead
4 weeks ago
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 chetana@eservecloud.in with the subject line:
"Application for Team Leader – Customer Service Support (Marken)"
