Helpdesk Team Lead

4 days ago

Bengaluru, Karnataka, India beBeeServiceDeskManagement Full time ₹ 10,00,000 - ₹ 12,00,000
Job Title

We are seeking a highly skilled Service Desk Manager to oversee the daily operations of our service desk team.

About the Role

This is an exciting opportunity to join our organization and lead a team of service desk technicians in providing exceptional customer service and technical support.

  • Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.
  • Develop and implement service desk processes and procedures to improve efficiency and customer satisfaction.
  • Train, mentor, and coach service desk staff to enhance their technical skills and customer service abilities.
  • Monitor service desk performance metrics and generate reports for management review.
  • Collaborate with other IT teams to escalate and resolve complex technical issues.
  • Maintain knowledge base and documentation for common user issues and resolutions.
Required Skills and Qualifications

To be successful in this role, you will need:

  • A Bachelor's degree in Information Technology, Computer Science, or related field.
  • 5-6 years of experience in service desk management or IT support roles.
  • Proven experience in managing a team of service desk technicians.
  • Strong understanding of ITIL framework and service management principles.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with users and stakeholders.
  • Experience with service desk ticketing systems and ITSM tools.
  • Knowledge of incident management, problem management, and change management processes.
Benefits

This role offers a competitive salary package and opportunities for professional growth and development.

Others

You will also have access to our state-of-the-art training facilities and ongoing training and development programs to help you stay up-to-date with industry trends and best practices.

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