Service Desk Strategic Leader

4 days ago

Mumbai, Maharashtra, India beBeeServiceDesk Full time ₹ 15,00,000 - ₹ 25,00,000
Service Desk Team Lead

The primary purpose of this role is to oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support for end-users.

Main Responsibilities
  • Team Supervision & Performance Management:
    • Assign and prioritize tasks to Service Desk agents.
    • Monitor individual and team performance through KPIs.
    • Conduct regular 1:1 meetings, coaching, and performance evaluations.
  • Incident & Request Management:
    • Oversee the triage and escalation of IT incidents (e.g., system outages, user access issues).
    • Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
    • Review and approve high-priority requests (e.g., hardware replacements, software deployments).
  • Process Optimization:
    • Identify bottlenecks in workflows and implement improvements.
    • Maintain and update service desk documentation (e.g., SOPs, FAQs, troubleshooting guides).
    • Lead initiatives to automate repetitive tasks (e.g., password resets, ticket routing).
  • Stakeholder Coordination:
    • Communicate with IT teams (e.g., Network, Voice, SAM) to resolve cross-functional issues.
    • Report service desk metrics to IT management and business leaders.
  • Training & Knowledge Sharing:
    • Organize training sessions on new tools, policies, or technologies.
    • Foster a culture of knowledge sharing (e.g., team meetings, internal wikis).
    • Ensure team compliance with security protocols (e.g., GDPR, cybersecurity best practices).
  • Customer Satisfaction & Feedback:
    • Address escalated customer complaints and ensure follow-up.
    • Analyze feedback trends to improve service quality.
    • Promote a customer-centric approach within the team.
Contributing Responsibilities
  • IT Initiatives:
    • Contribute to IT roadmaps by providing insights on service desk trends (e.g., recurring issues, user needs).
    • Advocate for process improvements or tool upgrades to enhance efficiency.
  • Business Continuity & Risk Management:
    • Support IT risk assessments by identifying service desk vulnerabilities (e.g., single points of failure).
    • Contribute to business continuity plans (e.g., backup procedures, failover protocols).
  • Budget & Resource Planning:
    • Provide input on service desk budget needs (e.g., tools, training, staffing).
    • Assist in Capacity Monitoring (e.g., seasonal support demands, project-based workloads).
Key Competencies
  • ServiceNow Tool Expertise:
    • Deep knowledge of the ServiceNow platform.
    • Assist in reporting and analytics using ServiceNow.
  • Innovation & Mentorship:
    • Mentor IT Service Desk team members.
    • Promote a culture of collaboration and continuous learning within the broader IT department.
    • Represent the service desk in company-wide initiatives (e.g., employee onboarding, digital transformation).

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