Proactive Remote IT Service Desk Team Lead

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kurnool, India beBeeServiceDesk Full time

Job OverviewWe are seeking a proactive Remote IT Service Desk Team Lead to oversee and coordinate our overseas IT Service Desk operations.This role requires hands-on ticket management skills, smart ticket routing abilities, and team leadership experience to ensure timely, efficient, and customer-focused IT support.Responsibilities include:Logging, tracking, and assigning tickets in the ITSM/ticketing systemMonitoring and managing the service desk queue in real timeAssigning tickets to engineers based on skills, workload, and availabilityApplying smart routing logic (L1 & L2 escalation, vendor coordination, or dispatch to onsite)Making transportation/dispatch decisions for onsite support engineers when requiredEnsuring tickets are updated with proper notes, resolutions, and closure commentsAs a team lead, you will supervise remote Service Desk Engineers (L1/L2), balance workloads across the team, provide shift coverage planning, mentor, coach, and conduct regular performance reviews.You will also track SLA performance, produce daily/weekly ticket and performance reports, highlight recurring incidents for problem management, and suggest automation and workflow improvements.In this role, you will maintain professional and empathetic communication with customers, handle escalated client concerns and complaints, and support the Service Desk Manager in client-facing SLA/operations reviews.

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