Senior Team Lead for IT Support Services

2 days ago

Bengaluru, Karnataka, India beBeeServiceDesk Full time ₹ 20,00,000 - ₹ 25,00,000

Job Title: Service Desk Manager

We are seeking a highly motivated and experienced Service Desk Manager to lead our IT service desk operations. As the ideal candidate, you will be responsible for managing and supporting a team of service desk technicians, ensuring efficient and high-quality IT support to internal stakeholders and customers.

Key Responsibilities:

  • Service Desk Operations Management:
    • Oversee day-to-day operations of the service desk, ensuring adherence to SLAs and KPIs.
    • Act as the primary point of contact for escalated issues and ensure timely resolutions.
    • Monitor service desk performance, ensuring efficient and consistent incident, problem, and request management.
  • Team Leadership & Development:
    • Lead, coach, and mentor the service desk team to ensure high levels of performance and professional development.
    • Provide regular performance feedback, identify training needs, and develop career growth plans.
  • Process Improvement & Documentation:
    • Develop, maintain, and enforce service desk processes, procedures, and best practices.
    • Identify opportunities for process improvements and drive efficiency across the team.
  • Customer Service & Satisfaction:
    • Ensure a customer-centric approach within the service desk team, focusing on delivering a high level of user satisfaction.
    • Gather feedback from end-users and customers to continually improve service quality.

Required Skills & Qualifications:

  • Bachelor's degree in IT, Computer Science, or a related field.
  • Minimum of 5 years of experience in an IT support or service desk environment, with at least 2 years in a leadership or managerial role.
  • Strong understanding of ITIL or other IT Service Management (ITSM) frameworks (certification preferred).

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