Service Desk Support

2 days ago

Bengaluru, Karnataka, India Weekday AI Full time ₹ 15,00,000 - ₹ 20,00,000 per year
RequirementsKey Responsibilities:
  • Lead and supervise a distributed team of Service Desk Analysts, ensuring high-quality support and timely resolution of incidents and requests across various time zones.
  • Oversee remote and global support operations, optimizing workflows and communication across geographies to maintain seamless 24/7 coverage.
  • Manage day-to-day service desk operations, including incident tracking, ticket resolution, escalations, and SLA adherence.
  • Provide strong leadership, mentoring, and coaching to the service desk team to foster professional growth and enhance team performance.
  • Collaborate with IT infrastructure, application, and cybersecurity teams to resolve complex technical issues and ensure comprehensive support coverage.
  • Implement ITIL best practices in incident, request, and problem management processes.
  • Conduct regular performance reviews, team meetings, and one-on-ones to ensure accountability, identify skill gaps, and recognize achievements.
  • Drive continuous improvement by identifying recurring issues, proposing process enhancements, and optimizing tools and knowledge bases.
  • Monitor key support metrics (ticket volume, resolution time, customer satisfaction, etc.) and provide insights to senior leadership.
  • Assist in recruiting, onboarding, and training new team members to maintain a high-performing support team.
Key Skills & Qualifications:
  • 7–11 years of experience in IT support, service desk, or end-user support, with at least 3 years in a team lead, supervisory, or managerial capacity.
  • Proven experience in managing remote/global support teams in a follow-the-sun model.
  • Strong technical knowledge of Windows and Mac operating systems, Active Directory, Office 365, basic networking, and remote troubleshooting tools.
  • Experience with ITSM platforms such as ServiceNow, Jira Service Desk, or BMC Remedy.
  • Excellent people management skills with the ability to lead, motivate, and mentor a team.
  • Strong analytical and problem-solving abilities.
  • Exceptional communication skills and a customer-centric mindset.
  • ITIL Foundation certification is highly desirable.
  • Bachelor's degree in Computer Science, Information Technology, or a related field preferred.

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