Service Desk Team Lead

6 days ago

Navi Mumbai Mumbai City Mumbai, India Gee Kay Infotech Full time

Job Description JOB DESCRIPTION FOR TeaM LEAD Title: Team Lead Service Desk Open Positions: Work Location:Reliance Foundation Hospital Work Timings: General Shift Responsibilities: Lead and manage the service desk team (CC and L1/L2 Engineers), providing guidance, support, and mentorship Ensure high-quality service delivery by monitoring ticketing tools and ensuring tickets are assigned, prioritized, and resolved within defined SLA's Collaborate closely with engineering teams to identify root causes of issues and implement effective solutions Develop and implement best practices for incident management, problem management, change management, and knowledge management Analyse service desk metrics to identify areas for improvement and track team performance Act as an escalation point for complex issues or dissatisfied customers, ensuring timely resolution Coordinate with other teams across the organization to ensure seamless communication and collaboration Create training programs to enhance the technical skills of the service desk team members Stay up-to-date with industry trends and advancements in service desk technologies Coordination with Client and Geekay HO Rostering of the Team and maintaining attendance records Addressing the grievances of team members Preparing, Presenting and maintaining daily, weekly & monthly MISreports to Client and Geekay HO. Candidate Profile: Experience: 6 -7 years (Total experience) 3 years (Relevant experience) Qualification: Diploma/B.Sc./BCA/B.E (with specialization in Telecom/IT/Computers/Electronics) Requirements: Prior experience as a Service Desk Team Lead or similar role is essential Demonstrated expertise in using ticketing tools (e.g., Service Now) and managing end-to-end service desk operations Strong technical background with knowledge of various operating systems, networking concepts, and IT infrastructure components Excellent leadership skills with the ability to motivate a team towards achieving objectives Exceptional problem-solving and decision-making abilities Excellent communication and interpersonal skills to effectively interact with stakeholders at all levels Ability to work under pressure and prioritize tasks in a fast-paced environment

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