Technical Support Team Manager

5 days ago

Mumbai, Maharashtra, India beBeeServicedesk Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Service Desk Team Lead Job Description

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

Key Responsibilities
  • Team Supervision & Performance Management: Directly supervise a team of service desk agents, assign tasks, prioritize workloads, monitor performance through KPIs, conduct regular 1:1 meetings, coaching, and performance evaluations.
  • Incident & Request Management: Oversee the triage and escalation of IT incidents, ensure adherence to SLAs for response and resolution times, review and approve high-priority requests.
  • Process Optimization: Identify bottlenecks in workflows, implement improvements, maintain and update service desk documentation, lead initiatives to automate repetitive tasks.
  • Stakeholder Coordination: Communicate with IT teams 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, ensure team compliance with security protocols.
  • Customer Satisfaction & Feedback: Address escalated customer complaints, analyze feedback trends to improve service quality, promote a customer-centric approach within the team.
Required Skills and Qualifications
  • ITIL V4 Certified
  • Excellent knowledge of ServiceNow Tool
  • Strong leadership and communication skills
Benefits

This role offers the opportunity to work in a dynamic and supportive team environment, with opportunities for career growth and professional development.

Others

We are committed to providing a positive and inclusive work environment, where all employees feel valued and supported. If you are a motivated and experienced service desk professional looking for a new challenge, please apply for this exciting opportunity.

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