Service Desk Lead

1 week ago


Bangalore, India eJAmerica Full time

Job Description Team Leadership & Management Lead and manage command Center & helpdesk staff, including hiring, training, and performance evaluations Set and monitor customer service standards and KPIs Schedule shifts and ensure adequate coverage Technical Support Oversight Ensure timely and accurate resolution of technical issues Act as an escalation point for complex or critical incidents Maintain high levels of customer satisfaction Process & System Improvement Develop and implement Command Center, helpdesk policies, procedures, and best practices Monitor helpdesk metrics and generate daily/weekly/monthly performance reports Recommend and implement improvements to enhance efficiency Collaboration & Communication Liaise with other IT teams (e.g., infrastructure, application support) to resolve cross-functional issues Provide feedback to internal teams such as product development or service delivery Communicate technical information clearly to non-technical users Required Qualifications 8-10 years of experience in IT support/helpdesk roles, with at least 1–2 years in a supervisory capacity Strong technical background in hardware, software, and networking Experience with Command Center & helpdesk software (e.g., ServiceNow, Genesys Cloud, SolarWinds)


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