Betsol - Service Desk Team Lead - ITSM Tools

21 hours ago

Bengaluru, Karnataka, India Betsol LLC Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Description :

Lead the Service Desk function : manage daily operations, ownership of ticket queues and SLAs,
mentorship of staff, and close collaboration with SMEs and other IT teams to achieve high
levels of customer satisfaction.

Responsibilities :

- Supervise and mentor Service Desk staff; provide coaching, training and performance feedback.

- Own daily ticket queue management, ensure SLA targets are met and apply escalations appropriately.

- Coordinate with application and infrastructure SMEs for incident resolution and root cause analysis.

- Prepare weekly and monthly service reports and present operational metrics to management.

- Drive continuous improvement, develop runbooks, and oversee onboarding and knowledge-transfer activities.

- Manage staffing, scheduling and shift coverage to meet operational needs.

- Participate in Critical Incident Management and ensure effective communications with stakeholders.

- Maintain process documentation and support audits.

Qualifications :

- Bachelors Degree in IT or equivalent experience preferred.

- 3 to 5 years experience in IT Service Desk operations with at least 12 years in a lead or supervisory role.

- Experience with ITSM tools such as ServiceNow or Jira and ITIL processes.

- Strong leadership, mentoring, and communication skills.

- Proven experience in reporting and metrics-driven service operations.

- Strong analytical, and documentation skills

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