Service Desk Lead

9 hours ago

Hyderabad, Telangana, India HTC Global Services Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Role: Service Desk Lead

Location: Hyderabad, India

Work Mode: Work from Office 5 days a week

Shift: 24x7 rotational support (including night shifts aligned to US hours)

Experience Required: 5 – 8 years in IT Service Desk/Support, with at least 2 years in a Leadership or Supervisory role

Employment Type: Full-time

About the Role

We are seeking an experienced Service Desk Lead to manage and oversee the L1 support team for a leading US-based Healthcare client. The Lead will ensure the delivery of high-quality Technical and clinical application support, maintain SLA/KPI compliance, and drive continuous service improvements. This role is both people-focused and client-facing serving as an escalation point, mentoring team members, and acting as the primary bridge between the hospital client and the support team.

Key Responsibilities

Team Management & Leadership

  • Lead, mentor, and guide a team of L1 Service Desk Analysts.
  • Manage staffing, shift schedules, and ensure uninterrupted 24x7 coverage.
  • Conduct regular team meetings, performance reviews, and provide coaching and feedback.

Service Operations

  • Act as the primary point of contact for high-priority or unresolved incidents.
  • Ensure incidents and requests are logged, categorized, and resolved/escalated within SLA.
  • Monitor and improve team performance against KPIs (First Call Resolution, SLA compliance, CSAT etc).
  • Analyze incident trends and implement preventive measures.

Client & Stakeholder Management

  • Serve as the day-to-day operational contact for the Client.
  • Provide regular reports on SLA/KPI compliance, ticket trends, and overall team performance.
  • Participate in Client governance calls and service review meetings.

Compliance & Best Practices

  • Ensure strict adherence to HIPAA and Client data security protocols.
  • Promote ITIL-aligned service management practices (Incident, Request, Escalation).
  • Maintain and enhance knowledge base articles, SOPs, and team training documentation.

Continuous Improvement

  • Identify process gaps and recommend workflow or automation improvements.
  • Conduct Root Cause Analysis (RCA) for recurring issues.
  • Support onboarding and knowledge transfer for new team members.

Qualifications & Skills

Required:

  • 5 – 8 years of experience in IT Service Desk / Technical Support, with at least 2 years in a Leadership or Supervisory role.
  • Hands-on experience supporting Windows OS, Mac OS, Active Directory, MS Office 365, VPN, basic networking, ITSM tools (ServiceNow, Remedy, or similar) etc.
  • Proven ability to manage SLAs, KPIs, escalations, and team performance.
  • Excellent communication and stakeholder management skills (verbal and written).
  • Flexibility to work in a 24x7 rotational support environment.

Preferred:

  • ITIL Foundation certification.
  • Prior experience managing support for US clients.
  • Exposure to Healthcare/clinical applications support.

Education:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Equivalent work experience may be accepted in lieu of formal education.

Key Competencies

  • Strong leadership and people management capabilities.
  • Analytical mindset with focus on service quality and continuous improvement.
  • Customer-first approach with empathy for healthcare staff and end-users.
  • Ability to manage critical incidents calmly under pressure.
  • Proactive, collaborative, and solution-oriented mindset.

  • Service Desk Lead

    2 weeks ago

    Hyderabad, Telangana, India Yitro Global Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role: Service Desk LeadJob Locations: HyderabadMode of Work: Work from officeYears of Exp :9+ yearsJob Summary:Qualifications:Education:Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).Experience:Minimum of 8 years of experience in IT support or service desk roles, with at least 4 years in a...

  • Service Desk Transformation Specialist

    2 weeks ago

    Hyderabad, Telangana, India beBeeLeadership Full time ₹ 18,00,000 - ₹ 30,00,000

    Service Desk Manager Position SummaryThe Service Desk Manager oversees the global 24x7 support function, ensuring high-quality, scalable, and user-centric support.This role plays a key part in transforming the Service Desk into a proactive, outcome-driven support function that enables business productivity, minimizes disruption, and fosters trust through...

  • Service Desk Analyst

    1 week ago

    Hyderabad, Telangana, India Kiash Solution Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    2-5 years of experience in an IT support/help desk environment.Exposure to ticketing system ServiceNowMandatory experience in Call, Email and Chat service desk support.Log, categorize, & prioritize incidents and service requests in the ITSM tools.

  • Service Desk Operations

    14 hours ago

    Hyderabad, Telangana, India Vialto Partners Full time ₹ 1,00,00,000 - ₹ 3,00,00,000 per year

    Company DescriptionVialto Partners is a market leader in global mobility services. Our purpose is to 'Connect the world'. We are unique and the only stand-alone global mobility business. This presents a rare opportunity for our clients, stakeholders and colleagues.Our teams help companies streamline and effectively manage their global mobility programs in a...

  • Supervisor Service Desk

    3 weeks ago

    Hyderabad, Telangana, India Diebold Nixdorf Full time

    Job Category Service Operations Expect more Connect more Be more at Diebold Nixdorf Our teams automate digitize and transform the way more than 75 million people around the globe bank and shop in this hyper-connected consumer-centric world Join us in connecting people to commerce in this vital rewarding role Provides leadership and oversight...

  • Service Desk Specialist

    2 weeks ago

    Hyderabad, Telangana, India Cognizant Full time

    Responsibilities Manage and resolve incidents efficiently to ensure minimal disruption to business operations Provide expert support for service desk operations ensuring timely and effective resolution of user issues Utilize Service Now platform to track manage and report incidents and service requests Implement and maintain Windows-based systems to ensure...

  • Service Desk Specialist

    2 weeks ago

    Hyderabad, Telangana, India Cognizant Full time

    ResponsibilitiesManage and resolve incidents efficiently to ensure minimal disruption to business operationsProvide expert support for service desk operations ensuring timely and effective resolution of user issuesUtilize Service Now platform to track manage and report incidents and service requestsImplement and maintain Windows-based systems to ensure...

  • Service Desk Agent

    4 days ago

    Hyderabad, Telangana, India Endava Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Company Description Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital...

  • Service Desk Analyst

    8 hours ago

    Hyderabad, Telangana, India IntouchCX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About the JobThe Service Desk Analyst will be responsible for delivering advanced technical support to end users at IntouchCX. The primary focus will be to resolve complex technical issues remotely, ensuring timely and effective solutions. The role will collaborate closely with Tier 1 support and escalate issues as necessary to higher-level support teams....

  • Service Desk Agent

    2 days ago

    Hyderabad, Telangana, India endava Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Company DescriptionTechnology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital...